Knowledge Manager

About Unilog :

Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries.

Our flagship CX1 Platform is at the center of some of the most successful digital transformations in North America. CX1 Platforms syndicated product content, integrated eCommerce storefront, and automated PIM tool simplify our customers' path to success in the digital marketplace.

With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.

Designation : Knowledge Manager (AI ML)

Location : Bangalore/Mysore/Remote

Job Type : Full-time

About the Role :

We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our product knowledge base, FAQs, and AI-driven support content.

This role will directly contribute to the success of our AI agentic L1 support systems, enabling up to 60% case resolution through automation and self-service.

The ideal candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge leader.

Key Responsibilities :

- Knowledge Base & Documentation : Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner.

- Technical Writing Excellence : Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users.

- AI Agent Enablement : Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates.

- Content Governance : Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control.

- Customer Query Analysis : Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection.

- Collaboration : Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates.

- Performance Tracking : Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption.

Required Qualifications :

- 5 to 7 years of experience in knowledge management, technical writing, or product support documentation.

- Proven ability to write, edit, and organize technical content for diverse audiences.

- Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX platforms.

- Familiarity with information architecture, content structuring, and taxonomy design.

- Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation.

- Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications :

- Experience in technical writing tools (Confluence, Notion, or similar).

- Exposure to agentic AI workflows and conversational AI content optimization.

- Familiarity with multilingual documentation and global content delivery.

- Background in SaaS, product-based, or technology-driven organizations.

Why Join Us ?

- Be at the forefront of AI-powered customer experience and documentation strategy.

- Directly impact support efficiency, customer satisfaction, and self-service adoption.

- Work in a collaborative, innovative, and growth-focused environment.

- Competitive compensation, benefits, and a culture of continuous learning.

About our Benefits :

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.

Unilog is committed to building the best team and we are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion.

As such, we do not discriminate or make decisions based on your race, color, religion, creed, ancestry, sex, national origin, age, disability, familial status, marital status, military status, veteran status, sexual orientation, gender identity, or expression, or any other protected class.