Empathetic AI Knowledge Architect — Customer Support

SupportFinity™; San Francisco (CA); On-site; USD 162,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Bonus program

Equity awards

Job summary

Uber is seeking an AI Knowledge Architect (customer support) to build and maintain the knowledge base powering our AI agents. You will craft empathetic, brand-aligned responses, design conversational logic, and connect customer needs with policies and data. This role blends technical writing, UX empathy, and prompt engineering.

You will partner with CommOps and Engineering to optimize knowledge for segmented customer experiences and support front-line teams with scalable knowledge solutions.

Qualifications

• 8+ years of experience in Technical Writing, Information Architecture, Conversation Design, or Product Operations.
• 1+ year of hands-on work with AI Knowledge.

Responsibilities

• AI Knowledge authoring: structure prompt-aware content for AI agents to ensure accurate, empathetic responses.
• AI Information architecture: ensure content is relevant, updated, non-conflicting and succinct for agents.
• AI Performance Tuning and standards: analyze failed conversations and update knowledge to improve results.
• Product Thinking: provide feedback to product/engineering to improve prompts and platform.
• Experiment with Knowledge options: lead evolution to balance deterministic inputs and LLM reasoning.
• Cross-functional Partnership: work with CommOps and Global Content teams to meet requirements.

Skills

Technical Writing

Information Architecture

Conversation Design

Product Operations

AI Knowledge

Collaboration

Systems Thinking

Analytics

Tools

SQL

Python

JSON

Job description

Uber is seeking an AI Knowledge Architect (customer support) to build and maintain the knowledge base powering our AI agents. You will craft empathetic, brand-aligned responses, design conversational logic, and connect customer needs with policies and data. This role blends technical writing, UX empathy, and prompt engineering.

You will partner with CommOps and Engineering to optimize knowledge for segmented customer experiences and support front-line teams with scalable knowledge solutions.