Customer Support Knowledge And AI Enablement Specialist - 7658

Cambridge University Press & Assessment; Manila; Hybrid; PHP 368,000 - 491,000; Full time

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage and Life Insurance on Day

Paid Annual Leaves (Vacation, Well‑be…

Vesting/Retirement package

Opportunities for career growth and发展

Access to well-being programs

Flexible schedule, hybrid work model

Collaborative, diverse culture

Job summary

Cambridge University Press & Assessment in Manila is seeking a Knowledge & AI Enablement Specialist to join our Cambridge International Customer Support AI Team. You will help shape well-governed knowledge that supports customers, colleagues, self-service, and approved AI-enabled solutions.

Reporting to the Customer Support AI Lead, you will maintain knowledge structures, collaborate with SMEs and technical teams, and contribute to content governance, self-service, and AI initiatives while

Qualifications

• Experience working with knowledge management platforms, customer support systems, content management systems, or similar digital technologies.
• Experience designing or maintaining knowledge structures, metadata, taxonomies, content standards, and governance processes.
• Strong analytical skills with the ability to use search, usage, and performance data to identify knowledge gaps and drive improvements.
• Experience working with subject matter experts, business stakeholders, and technical teams to deliver knowledge, self-service, or technology-enabled solutions.
• Understanding of how knowledge content supports self-service, search, and AI-enabled customer support experiences, and how content quality affects customer and colleague outcomes.

Responsibilities

• Maintain knowledge structures, ownership, review cycles, metadata, categories, and content standards.
• Make trusted information easier for customers and colleagues to find and use through self-service, search, and approved AI tools.
• Use search and knowledge-performance data to identify content gaps, outdated guidance, and issues affecting search or AI-generated answers.
• Coordinate content reviews and improvements with subject matter experts and content owners, who remain accountable for business accuracy.
• Support testing, deployment readiness, stakeholder communications, and change activities for knowledge and AI-enabled solutions.

Skills

Knowledge management platforms

Content management systems

Metadata and taxonomy design

Analytical skills

Cross-functional collaboration

Job description

Job Description

We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Permanent

Makati City, Metro Manila

Php 33,000 to 44,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable with this salary range to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We are looking for a dedicated Knowledge & AI Enablement Specialist to join our Cambridge International Customer Support AI Team. You will help shape well-governed knowledge that supports customers, colleagues, self-service, and approved AI-enabled solutions.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines -operating for over 22 years with 1,300+ colleagues- means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work® for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Customer Support Knowledge & AI Enablement Specialist?

Reporting to the Customer Support AI Lead, your accountabilities will include:

• Maintain knowledge structures, ownership, review cycles, metadata, categories, and content standards.
• Make trusted information easier for customers and colleagues to find and use through self-service, search, and approved AI tools.
• Use search and knowledge-performance data to identify content gaps, outdated guidance, and issues affecting search or AI-generated answers.
• Coordinate content reviews and improvements with subject matter experts and content owners, who remain accountable for business accuracy.
• Support testing, deployment readiness, stakeholder communications, and change activities for knowledge and AI-enabled solutions.

Please review the attached job description for further details on the role.

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential

• Experience working with knowledge management platforms, customer support systems, content management systems, or similar digital technologies.
• Experience designing or maintaining knowledge structures, metadata, taxonomies, content standards, and governance processes.
• Strong analytical skills with the ability to use search, usage, and performance data to identify knowledge gaps and drive improvements.
• Experience working with subject matter experts, business stakeholders, and technical teams to deliver knowledge, self-service, or technology-enabled solutions.
• Understanding of how knowledge content supports self-service, search, and AI-enabled customer support experiences, and how content quality affects customer and colleague outcomes.

Desirable

• Experience supporting AI, self-service, digital transformation, or customer experience initiatives.
• Familiarity with knowledge analytics, search optimisation, AI testing, prompt evaluation, or content quality assurance.
• Experience supporting change management, user adoption, communications, or deployment activities for new technologies.

This role requires excellent written and verbal communication skills. As part of the selection process, you will complete an English test to assess your ability in the English language, plus a practical task prior to interview which will be sent via email so, check your inbox/spam for this.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

#PursuingPotential #CambridgeManila