CX Knowledge Architect
Core
Own end-to-end CX knowledge strategy and systems to ensure support teams can retrieve accurate, up-to-date information quickly as the product scales.
Role type
Senior Knowledge Architect / CX Enablement Lead
Builds
A living, modular internal knowledge base (system of record) optimized for both human retrieval and AI agents.
Domain
SaaS / Customer Experience / Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Program and system ownership, Information architecture and governance, Systems thinking and operational excellence, Content quality assurance and maintenance, Data-informed prioritization, AI literacy
Preferred skills
Experience with synced blocks and reusable content modules, Cross-functional partnership
Technologies
Notion (synced blocks, macros), AI tools for content QA and gap detection
Responsibilities
Design and evolve information architecture (taxonomy, page structures), Set quality standards and governance (templates, review paths), Maintain accuracy and freshness at scale, Build modular reusable knowledge components, Supervise content agents and KB automation, Partner cross-functionally for support readiness
Seniority
Senior, hands-on IC
