CX Knowledge Specialist
Core
Own the source of truth for product support articles, troubleshooting guides, and product knowledge used by specialists and an AI Support agent.
Role type
Senior IC CX Knowledge Specialist
Builds
A structured knowledge foundation for human specialists and an AI Support agent
Domain
Legal tech / AI-first support
Deliverable
production ML models
Required skills
Knowledge management, technical writing, systems thinking, LLM usage, data analysis, content operations
Preferred skills
Experience with Zendesk or Notion, building AI-assisted workflows
Technologies
Zendesk, Notion, LLMs
Responsibilities
Audit and migrate fragmented content into a unified knowledge base; structure knowledge with taxonomy and metadata for AI retrieval; update content based on product releases; mine ticket and search data to identify gaps; build AI-assisted workflows for content drafting and review; manage versioning and archiving; serve as the contact for cross-functional SMEs.
Seniority
Senior, hands-on IC
