AI Knowledge Manager

Who We Are:

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

The AI Knowledge Manager ensures content in Bandwidth’s Support Center and internal knowledge base stays accurate, current, and useful. This role owns the full knowledge supply chain for support knowledge — from identifying gaps in the existing content ecosystem to writing, maintaining, and governing the troubleshooting guides and Help Center articles used by support agents and customers alike.

Sitting within the Support Intelligence Group (SIG), this role operates at the intersection of content strategy and AI performance. The Knowledge Manager ensures that knowledge assets are not only accurate and current, but structured for AI-readiness — enabling Bandwidth's AI support agent to resolve more issues without human intervention. Every piece of content this role produces and manages directly influences deflection rates, agent confidence, and customer experience at scale.

This is an independent contributor role reporting directly to the Sr. Manager, Support Intelligence, and operating as a peer to the AI Support Manager. The two roles are tightly coupled: when the AI support agent underperforms due to a content gap, this role closes it. Success here means the first time Bandwidth answers a question is the last time it has to.

What You'll Do:

• Own the full lifecycle of internal troubleshooting guides and SOPs — from creation and publication to versioning, review, testing, and retirement — while managing a structured contribution workflow that enables support teams to submit content, with the KM as editorial owner, driving a trustworthy and efficient Copilot experience for agents.
• Build and maintain the external Help Center, writing articles that serve both the customer experience and AI consumption standards, maintaining coverage across Bandwidth's product verticals and ensuring content stays current as products evolve.
• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps, outdated content, and coverage blind spots — prioritizing remediation based on ticket volume, customer friction, and AI deflection impact.
• Define and enforce the AI-readiness standard for all knowledge assets, co-owning content-driven performance metrics with the AI Support Manager — including knowledge coverage, content freshness, and quality signals that directly drive AI resolution and deflection rates.
• Design and maintain the knowledge taxonomy across internal and external content — including category structure, tagging conventions, and metadata standards — ensuring content is consistently organized and retrievable by human agents, AI systems, and self-serving customers.
• Partner with support execution teams to understand agent pain points, surface missing internal knowledge in Copilot's knowledge base, and translate frontline needs into structured content that reduces escalation friction.
• Govern content quality and consistency across the knowledge ecosystem — setting and maintaining the bar for accuracy, depth, formatting and testing standards, and review cadences in partnership with support teams, Product teams, and other stakeholders.
• Lead NPI (New Product Introduction) knowledge readiness, ensuring 100% of new product launches include structured, versioned, and AI-ready troubleshooting content on Day 1 in coordination with Product and the SIG team.
• Operate within SIG's monthly optimization loop — contributing knowledge gap analysis and content performance data to the Analyze, Score, Deliver, Track cycle to inform prioritization decisions.
• Deliver regular reporting on knowledge health metrics — coverage rates, freshness compliance, AI-readiness scores, and TTR impact — to SIG leadership and cross-functional stakeholders.
• Pilot new content formats, structures, or tooling that improve AI-readiness or agent usability, bringing evaluated recommendations to the SIG roadmap.
• Participate in escalation review when knowledge gaps are identified as a root cause contributor to complex, cross-departmental support friction.

What You Need:

• Education:
  • Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.
• Experience:
  • 3+ years in technical writing, knowledge management, or content strategy in a B2B SaaS or technology support environment.
  • Demonstrated experience writing troubleshooting or support content for technical audiences.
• Knowledge:
  • Working knowledge of AI-powered support tooling and how knowledge base structure impacts AI performance.
  • Understanding of support operations workflows, escalation paths, and ticket lifecycle management.
• Skills:
  • Exceptional technical writing and content editing.
  • Proficiency with knowledge management platforms (e.g., Intercom, Confluence, or similar).
  • Strong analytical skills to interpret ticket data and AI performance metrics and prioritize content work accordingly.
  • Self-directed with the ability to manage multiple concurrent projects without close supervision.

Bonus Points:

• Education:
  • Certification in technical writing, information architecture, or content strategy (e.g., CPTC, STC, or equivalent).
• Experience:
  • Experience managing a knowledge base in an AI-first support environment.
  • Prior work with Intercom, Fin AI, or comparable LLM-powered support agents.
  • Experience partnering with Product on NPI documentation readiness.
• Knowledge:
  • Familiarity with structured authoring frameworks (DITA or similar).
  • Understanding of SIP, porting, or voice/messaging support domains.
• Skills:
  • Experience with reporting or BI tools for trend analysis.
  • Ability to write light SQL or use data tools to surface content performance signals.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.