AI Knowledge Manager

About the role

Bandwidth , a prior "Best of EC" award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders! At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

Responsibilities

• 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• Mine Intercom ticket data and AI failure logs to proactively identify knowledge gaps, outdated content, and coverage blind spots - prioritizing remediation based on ticket volume, customer friction, and AI deflection impact.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.
• What You Need:
• Education:
• Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.

Requirements

• 3+ years in technical writing, knowledge management, or content strategy in a B2B SaaS or technology support env

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Bandwidth? Share your experience