Content Intelligence Management Lead

Telegram Open Network; Italia; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A leading communication platform is seeking a Content Intelligence Management Lead to design and manage support content for AI and automation tools. This role involves creating structured content frameworks, collaborating with engineering teams, and establishing metrics for content performance to improve customer satisfaction. Candidates should have over 4 years of experience, strong communication skills, and familiarity with content management tools.

Competenze

• 4+ years of experience in knowledge management or content strategy in SaaS.
• Experience managing multi-format content across customer-facing channels.
• Familiarity with tools like Notion and CMS platforms.

Mansioni

• Own the content lifecycle across various support content.
• Develop structured content frameworks optimized for AI systems.
• Collaborate with Engineering to build intelligent triage and answer engines.

Conoscenze

Excellent English communication skills

Knowledge Management experience

Experience in content strategy

AI and LLM understanding

Metadata and taxonomy design

Strumenti

Zendesk

Confluence

GitBook

Descrizione del lavoro

What we're looking for

The Content Intelligence Management Lead will own the design, governance, and optimization of support content to power scalable AI, automation, and self-service experiences. This role sits at the intersection of customer experience, AI training, and technical content strategy—ensuring that structured, intelligent knowledge flows seamlessly across internal and external channels to reduce support effort and improve customer satisfaction.

Responsibilities

• Own the content lifecycle across FAQs, macros, internal knowledge bases, developer docs, user guides, and training assets - from creation to retirement.
• Develop structured content frameworks (e.g., modular templates, tagging, taxonomy) optimized for use in AI/LLM systems, chatbots, and search experiences.Govern knowledge freshness and accuracy through review workflows, SME input, performance analytics, and version control across multiple teams and regions.
• Enable AI and automation tools by preparing content for ingestion into generative AI models, prompt libraries, and search pipelines (e.g., retrieval-augmented generation).
• Design and implement a unified content system that supports multi-channel delivery (web, in-app, Slack, X/Twitter, GitHub), integrated with support tooling (Zendesk, Intercom, etc.).
• Collaborate with Engineering and Automation teams to build intelligent triage, answer engines, agent-assist suggestions, and escalation flows.Lead content contribution programs to scale knowledge development across CX, Product, and Support Engineering functions.

Establish metrics and dashboards

for content performance (views, deflection, effectiveness, freshness), using them to drive optimization efforts.

Qualifications

• Excellent English communication skills.
• 4+ years of experience in knowledge management, technical writing, or content strategy - preferably in a high-growth SaaS or developer-first environment.
• Experience designing and managing multi-format content across customer-facing and internal channels.
• Deep understanding of AI and LLM ecosystems (e.g., RAG pipelines, prompt engineering, vector stores), with experience prepping content for ingestion.
• Strong grasp of metadata and taxonomy design, including structured tagging and knowledge retrieval techniques.
• Familiarity with tools such as Zendesk, Confluence, Notion, GitBook, KCS methodology, and CMS platforms.
• Comfort working alongside AI, Engineering, and CX teams with a bias for action and iteration.
• Bonus: Experience with markdown documentation, REST API references, and developer documentation standards.