Job
Core
Lead the development, quality, and performance of Axi's knowledge base to support clients and Customer Service teams, while optimizing chatbot deflection and self-service experiences.
Role type
Senior Knowledge Base Team Leader
Builds
Knowledge base content, chatbot self-service experiences, and governance frameworks
Domain
Financial services / Customer support operations
Deliverable
dashboards & analysis
Required skills
Knowledge management leadership, Knowledge lifecycle management, Chatbot optimization, Root-cause analysis, Data-driven decision-making, Knowledge management platforms
Preferred skills
AI and automation awareness, Team leadership, Stakeholder management
Technologies
Zendesk, Salesforce Knowledge, ServiceNow, Confluence, DevRev
Responsibilities
Oversee content creation, taxonomy, metadata, quality assurance, and governance; Drive performance towards 95% query-deflection target; Analyse chatbot conversations and search failures to identify root causes; Monitor article performance and customer satisfaction signals; Lead and develop the team; Collaborate with Customer Service, Operations, and technical stakeholders.
Seniority
Senior, hands-on IC with team leadership
