AI Support & Knowledge Manager

About the role

As AI Support & Knowledge Manager, you'll own voize's AI support performance across all channels and tools. You'll be responsible for the full improvement loop: measuring performance, fixing knowledge gaps, improving conversation flows, and expanding safe automations to deliver consistent, accurate customer experiences.

What you'll do

• Monitor and optimize AI performance by analyzing conversation patterns, tracking failure modes, and triaging issues
• Build and maintain AI-ready knowledge content that enables accurate and consistent responses
• Design clear conversation flows and define voize's AI voice and interaction style
• Create safe automations and workflows that expand AI capabilities beyond basic Q&A
• Own AI support KPIs including resolution rate, deflection, CSAT, and escalation metrics

What you'll need

• Proven experience improving support systems end-to-end (Support Ops, CX systems, knowledge programs, automation)
• Strong analytical skills working with conversation data, patterns, and operational metrics
• Excellent writing and information design skills to create clear, testable procedures
• Experience collaborating with Engineering and Product teams on tooling and integrations
• High ownership mindset with ability to be accountable without becoming a bottleneck
• Strong communication skills in both English and German

What they offer

• Stock options as co-creator of company success
• 30 vacation days plus birthday off
• Germany Transport Ticket and Urban Sports Club membership
• Access to learning platforms like Blinkist and Audible
• Regular company off-sites and team events
• Flexible working hours and hybrid setup