Knowledge & AI Enablement Manager

MultiVerse Careers; City of Westminster; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading EdTech firm is looking for a skilled knowledge manager to create clear, structured content to enhance AI and human support experiences. The role involves translating complex product updates, designing conversational flows for AI agents, and maintaining high-quality knowledge bases. Candidates should have 3-5 years’ experience in a tech environment and outstanding writing skills. This role offers hybrid work, extensive health benefits, and plenty of opportunities to innovate in a fast-paced environment.

Benefits

27 days holiday + 5 additional days

Health insurance and wellness resources

Hybrid work model

Work-from-anywhere scheme

Weekly socials and company events

Qualifications

• 3-5 years’ experience in knowledge management or conversation design.
• Exceptional writing and editing skills for clear content.
• Experience managing structured content repositories.
• Strong analytical mindset for interpreting usage data.
• Excellent stakeholder-management across teams.

Responsibilities

• Create and maintain structured knowledge for AI and human agents.
• Translate product changes into clear knowledge for users.
• Design conversational flows for AI communication.
• Audit and improve AI response quality.
• Collaborate on documenting workflows and processes.

Skills

Knowledge management

Content design

Analytical mindset

Collaboration skills

AI support tools familiarity

Tools

AI knowledge ingestion

Chatbot conversation design

Job description

Job Overview

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.

Responsibilities

• Create and maintain structured, reusable knowledge (macros, snippets, internal guides, help articles) that keep both our human and AI agents informed and consistent.
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• 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.
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• Act as the bridge between AI and human support – ensuring every response, whether automated or manual, feels clear, empathetic, and consistent.

Qualifications & Experience

• 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.
• Experience managing knowledge bases, macros, or structured content repositories.
• Familiarity with。因此 AI support tools, LLM‑based systems, or AI knowledge ingestion processes.
• Understanding of taxonomy, metadata, and content governance frameworks.
• Strong analytical mindset – able to interpret usage data, feedback, and AI metrics to improve content and workflows.
• Excellent collaboration and stakeholder‑management skills across Product, Ops, and Support.
• Comfortable in a fast‑paced environment with evolving tools, systems, and processes.
• Experience designing or tuning AI or chatbot conversations (rp., Intercom, XIV, ChatGPT, or custom LLMs).
• Exposure to AI prompt design, retrieval‑augmented generation (RAG), or AI training data structuring.
• Background in UX writing, technical documentation, or enablement content strategy.
• Experience in global or multi‑market support environments.

Benefits

• 27 days holiday + 5 additional days off, including 8 bank holidays per year.
• Health & Wellness: private medical insurance (Bupa), medical cashback scheme, life insurance, gym membership, wellness resources through Wellಿದ್ಯ, and Spill mental‑health support.
• Hybrid work: collaborate in the office 3 days per week.
• Work‑from‑anywhere scheme – up to 10 days per year.
• Team fun: weekly socials, company‑wide events, office snacks.
• Space to connect: weekly catch‑ups, seasonal celebrations, and a fully stocked kitchen.

About the Company

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that’s transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Learners have driven £2bn+ ROI for their employers by applying the skills they’ve learned to improve productivity and measurable performance. In June 2022, we announced a £220 million Series D funding round co‑led by StepStone Group, Lightspeed Venture Partners, and General Catalyst, giving us a post‑money valuation of £1.7bn and making us the UK’s first EdTech unicorn. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era.

Equal Opportunity Statement

We’re an equal‑opportunity employer. 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. We commit to safeguarding and promoting the welfare of our learners and all employees, adhering to our Safeguarding Policy, our Prevent Policy and all other company policies. Successful applicants will be required to undertake a Basic check via the Disclosure Barring Service (DBS) and, for roles involving regulated activity, also undergo an Enhanced DBS check, a Children’s Barred List check, and a Prohibition Order check.