Knowledge & AI Enablement Manager
Role details
Job location
Tech stack
Job description
Reporting into the Senior Manager, Support Services, you'll play a pivotal role in ensuring our AI and human support experiences are powered by accurate, structured, and engaging knowledge. You'll translate complex product and process updates into clear, actionable content for learners, coaches, and internal teams - and design how that knowledge is communicated by our AI Agent.
This is a hands-on role for someone who thrives at the intersection of knowledge management, content design, and conversational AI, and who's passionate about creating support experiences that are not only efficient but also human and helpful.
- Create and maintain structured, reusable knowledge (macros, snippets, internal guides, help articles) that keep both our human and AI agents informed and consistent.
- Translate product and process changes into clear, well-structured knowledge for internal teams and end-users.
- Design and refine conversational flows, tone, and handoff logic so our AI Agent communicates naturally and on-brand.
- Optimise knowledge structures, metadata, and tagging so content is easily discoverable by both humans and AI systems.
- Partner with the AI Operations Lead to audit and improve AI response quality, retrieval accuracy, and content alignment.
- Develop and govern content standards, taxonomy, and review processes to maintain accuracy and scalability.
- Collaborate with Product, GTM and Operations to document new workflows and ensure knowledge reflects current processes.
- Analyse conversation data and feedback to identify knowledge gaps, content improvements, and opportunities for automation.
- Continuously tune tone, clarity, and structure based on user feedback and AI performance data.
- Act as the bridge between AI and human support - ensuring every response, whether automated or manual, feels clear, empathetic, and consistent.
Requirements
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3-5 years' experience in knowledge management, content design, support enablement, or conversation design within a SaaS, B2B, or tech environment.
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Exceptional writing and editing skills - able to translate complex information into clear, concise, and engaging content.
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Experience managing knowledge bases, macros, or structured content repositories.
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Familiarity with AI support tools, LLM-based systems, or AI knowledge ingestion processes.
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Understanding of taxonomy, metadata, and content governance frameworks.
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Strong analytical mindset - able to interpret usage data, feedback, and AI metrics to improve content and workflows.
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Excellent collaboration and stakeholder management skills across Product, Ops, and Support.
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Comfortable in a fast-paced environment with evolving tools, systems, and processes.
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Experience designing or tuning AI or chatbot conversations (e.g., Intercom Fin, ChatGPT, or custom LLMs).
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Exposure to AI prompt design, retrieval-augmented generation (RAG), or AI training data structuring.
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Background in UX writing, technical documentation, or enablement content strategy.
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Experience in global or multi-market support environments.
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Accuracy and freshness of internal and external knowledge assets.
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AI retrieval and response quality improvements over time.
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Reduction in manual escalations through improved AI and self-serve content.
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Consistency and tone alignment across AI and human responses.
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Stakeholder satisfaction with content and process documentation.
Benefits & conditions
- Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
- Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- Hybrid work offering - we collaborate in the office 3 days per week
- Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
- Team fun - weekly socials, company wide events and office snacks, * Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
- Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
- Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
- Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that's always stocked!
Our commitment to Diversity, Equity and Inclusion
We're an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.
Our Commitment to Safeguarding
Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).
For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children's Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.
