Knowledge Manager

2 weeks ago

Bengaluru, India N Human Resources and Management Systems Full time

Designation : Knowledge ManagerLocation : Type : Full-timeDepartment : Solution DeliveryAbout 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 :- 1. Knowledge Base & Documentation : Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner.- 2. Technical Writing Excellence : Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users.- 3. AI Agent Enablement : Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates.- 4. Content Governance : Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control.- 5. Customer Query Analysis : Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection.- 6. Collaboration : Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates.- 7. Performance Tracking : Monitor knowledge base usage, AI agent success metrics, and customer self-service Qualifications : - 5 - 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. (ref:hirist.tech)

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