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analytics salesforce intercom ada html/css📋 Description
- Strategy & Roadmap: Deliver self-service plan; balance automation with human support.
- IA & AI readiness: Evolve IA, taxonomy, and metadata for AI-ready content.
- Chatbot & Conversational Design: Lead improvements; optimize intents, flows, routing.
- Content Lifecycle & Quality: End-to-end lifecycle; updates, retirement, discovery.
- AI Operations: Build workflows for drafting, translating, tagging; maintain human-in-the-loop QA.
- Data Analytics & Insights: Analyze trends, no-result queries, transcripts to guide backlog.
🎯 Requirements
- 5+ years in KM or Technical Documentation; SaaS preferred; proven Help Center ownership.
- KB platforms Zendesk Guide, Salesforce, and AI chatbots (Ada, Intercom).
- HTML/CSS, templating, and analytics tools a plus.
- Hands-on leadership: manage content and chatbot flows; build scalable processes.
🎁 Benefits
- Medical, dental, vision, life, disability insurance
- RRSP matching
- Flexible spending and health savings account
- Paid holidays
- Paid time off
- Employee assistance program
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