Knowledge Base Content Manager Jobs in Raleigh, NC

Job Summary:
Bandwidth Inc. is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. The AI Knowledge Manager is responsible for managing the content for Bandwidth’s Help Center and internal knowledge, ensuring that knowledge assets are accurate and structured for AI-readiness, ultimately improving customer experience and support agent efficiency.
Responsibilities:
• Own the full lifecycle of internal troubleshooting guides and SOPs — from creation and publication to versioning, review, testing, and retirement — while managing a structured contribution workflow that enables support teams to submit content, with the KM as editorial owner, driving a trustworthy and efficient Copilot experience for agents.
• Build and maintain the external Help Center, writing articles that serve both the customer experience and AI consumption standards, maintaining coverage across Bandwidth's product verticals and ensuring content stays current as products evolve.
• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps, outdated content, and coverage blind spots — prioritizing remediation based on ticket volume, customer friction, and AI deflection impact.
• Define and enforce the AI-readiness standard for all knowledge assets, co-owning content-driven performance metrics with the AI Support Manager — including knowledge coverage, content freshness, and quality signals that directly drive AI resolution and deflection rates.
• Design and maintain the knowledge taxonomy across internal and external content — including category structure, tagging conventions, and metadata standards — ensuring content is consistently organized and retrievable by human agents, AI systems, and self-serving customers.
• Partner with support execution teams to understand agent pain points, surface missing internal knowledge in Copilot's knowledge base, and translate frontline needs into structured content that reduces escalation friction.
• Govern content quality and consistency across the knowledge ecosystem — setting and maintaining the bar for accuracy, depth, formatting and testing standards, and review cadences in partnership with support teams, Product teams, and other stakeholders.
• Lead NPI (New Product Introduction) knowledge readiness, ensuring 100% of new product launches include structured, versioned, and AI-ready troubleshooting content on Day 1 in coordination with Product and the SIG team.
• Operate within SIG's monthly optimization loop — contributing knowledge gap analysis and content performance data to the Analyze, Score, Deliver, Track cycle to inform prioritization decisions.
• Deliver regular reporting on knowledge health metrics — coverage rates, freshness compliance, AI-readiness scores, and TTR impact — to SIG leadership and cross-functional stakeholders.
• Pilot new content formats, structures, or tooling that improve AI-readiness or agent usability, bringing evaluated recommendations to the SIG roadmap.
• Participate in escalation review when knowledge gaps are identified as a root cause contributor to complex, cross-departmental support friction.
Qualifications:
Required:
• Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.
• 3+ years in technical writing, knowledge management, or content strategy in a B2B SaaS or technology support environment.
• Demonstrated experience writing troubleshooting or support content for technical audiences.
• Working knowledge of AI-powered support tooling and how knowledge base structure impacts AI performance.
• Understanding of support operations workflows, escalation paths, and ticket lifecycle management.
• Exceptional technical writing and content editing.
• Proficiency with knowledge management platforms (e.g., Intercom, Confluence, or similar).
• Strong analytical skills to interpret ticket data and AI performance metrics and prioritize content work accordingly.
• Self-directed with the ability to manage multiple concurrent projects without close supervision.
Preferred:
• Certification in technical writing, information architecture, or content strategy (e.g., CPTC, STC, or equivalent).
• Experience managing a knowledge base in an AI-first support environment.
• Prior work with Intercom, Fin AI, or comparable LLM-powered support agents.
• Experience partnering with Product on NPI documentation readiness.
• Familiarity with structured authoring frameworks (DITA or similar).
• Understanding of SIP, porting, or voice/messaging support domains.
• Experience with reporting or BI tools for trend analysis.
• Ability to write light SQL or use data tools to surface content performance signals.
Company:
Bandwidth is the universal communications platform that simplifies how businesses deliver integrated global experiences. Founded in 1999, the company is headquartered in Raleigh, USA, with a team of 1001-5000 employees. The company is currently Late Stage.