AI & Knowledge Manager

Responsibilities

• AI support automation
• Configure, test, launch, and optimize AI-assisted support experiences, with initial focus on SMS/chat.
• Build and maintain intents, flows, prompts, response frameworks, fallback paths, and escalation logic.
• Partner with vendors and internal teams to ensure AI workflows reflect approved product, support, billing, hardware, and troubleshooting processes.
• Identify high-volume, repeatable contact drivers that are strong candidates for automation.
• Monitor AI performance and make ongoing improvements based on real customer interactions.
• Knowledge management
• Own the structure, organization, and quality of the customer operations knowledge base.
• Translate product, setup, billing, troubleshooting, hardware, and support processes into clear, usable content.
• Establish knowledge governance, including content ownership, review cadence, update triggers, taxonomy, tagging, and approval workflows.
• Ensure AI and human support teams are working from accurate, current, and consistent information.
• Partner with Product and Support to keep knowledge aligned with product changes, launches, policies, and known issues.
• Live-event readiness
• Build AI and knowledge readiness plans for major live events.
• Prepare event-specific troubleshooting content, escalation paths, and known-issue workflows.
• Review AI and support performance after major events to identify gaps and improvements.
• Ensure customer-facing AI responses are accurate, clear, and appropriate during high-pressure support windows.
• Quality and continuous improvement
• Review AI conversations and support interactions to identify knowledge gaps, failed intents, unclear responses, and escalation issues.
• Refine AI behavior using real customer data and frontline feedback.
• Partner with Customer Support to improve answer quality, handoff quality, and resolution consistency.
• Balance automation with human support to protect customer experience.
• Reporting and performance tracking
• Track and report AI and knowledge performance metrics, including containment, resolution rate, escalation rate, fallback rate, repeat contact rate, CSAT, and knowledge effectiveness.
• Build practical reporting that helps prioritize improvements.
• Provide recommendations on where automation should expand, where it should pause, and where human support is still required.

Requirements

• 4-7 years of experience in Customer Experience, Support Operations, Knowledge Management, Support Automation, or related roles.
• Experience configuring or managing chatbots, AI support tools, automation workflows, or customer self-service platforms.
• Experience building or maintaining a knowledge base.
• Strong writing skills with the ability to turn complex processes into clear customer-facing and agent-facing content.
• Analytical mindset with experience using performance data to improve operations.
• Strong cross-functional collaboration skills.
• Comfort working in a fast-moving environment where processes and ownership may still be maturing.
• Experience with SMS, chat, or conversational support channels.
• Experience with AI support tools, virtual agents, LLM-based workflows, or prompt design.
• Experience with troubleshooting, hardware, streaming, SaaS, media, hospitality, or subscription-based support.
• Experience with Zendesk, Salesforce, Aircall, Lorikeet, or similar CX platforms.
• Experience preparing support operations for seasonal spikes, launches, or live-event volume.
• What Success Looks Like
• Phase-one AI support launches before the target seasonal deadline with controlled scope and clear guardrails.
• SMS/chat AI successfully deflects or resolves a meaningful share of repeatable troubleshooting/setup contacts.
• Customers receive accurate, fast, and clear answers without unnecessary escalation.
• Human support teams trust the knowledge base and use it consistently.
• Product/process changes are reflected quickly in AI and knowledge content.
• AI performance improves over time through c

Additional Information

EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience - from onboarding to ongoing support - is critical to our success. Role Overview EverPass is hiring an AI & Knowledge Manager to help build, launch, and continuously improve our AI-assisted customer support experience. This role will initially focus on using AI to support SMS/chat deflection for high-volume troubleshooting and setup contacts, especially during peak live-event periods, while also owning the knowledge structure that powers both AI and human support. This is a hands-on operational role responsible for configuring AI support workflows, maintaining accurate and usable knowledge content, monitoring performance, identifying failure points, and partnering cross-functionally to improve support scalability and customer experience.

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