Knowledge Systems Lead — Remote & AI-Driven Knowledge

Boulevard Labs, Inc.; Northern (KY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

401(k) match

Dental insurance

Medical insurance

Vision insurance

Life insurance

Flexible vacation policy

Work from home stipend

Equity

Learning & development budget

Job summary

Boulevard Labs, Inc. is seeking a Knowledge Systems Manager to own and scale our knowledge ecosystem across customer-facing and internal resources.

You will drive strategy, governance, and organization of the Support Center and related documentation, reporting to the Manager of Education. You’ll also lead AI knowledge optimization to ensure accurate, high-quality responses from Billie/Fin, improve self-service outcomes, and collaborate with Revenue Ops to integrate knowledge into AI workflows

Qualifications

• Experience owning a help center or knowledge base end-to-end with measurable impact on deflection or self-service outcomes.
• Experience optimizing content for AI-driven support tools and chatbots to improve accuracy and resolution.
• Information architecture mindset for organizing product and operational information.
• Technical fluency across knowledge bases, CMS, AI agents, analytics dashboards.
• Strong ability to query, filter, and interpret support trends and AI performance data.
• Cross-functional collaboration with Support, Product, Marketing, Ops, and Engineering.

Responsibilities

• Own all customer-facing Support Center content, including creation, governance, updates, and archival.
• Define taxonomy, tone of voice, and discoverability standards for the Support Center.
• Create and curate content (articles, guides, tutorials, videos) to educate customers and teams.
• Establish content quality guidelines aligned with product functionality.
• Maintain internal knowledge systems and ensure accuracy and accessibility.
• Collaborate with Product & Product Marketing to update content post-release.

Skills

Help Center Ownership

AI optimization

Information architecture

Technical fluency

Analytical judgment

Cross-functional collaboration

Editing & clarity

Operational governance

Course creation

Builder mentality

Tools

Intercom

CMS platforms

Analytics dashboards

Model Context Protocol (MCP)

Job description

Boulevard Labs, Inc. is seeking a Knowledge Systems Manager to own and scale our knowledge ecosystem across customer-facing and internal resources.

You will drive strategy, governance, and organization of the Support Center and related documentation, reporting to the Manager of Education. You’ll also lead AI knowledge optimization to ensure accurate, high-quality responses from Billie/Fin, improve self-service outcomes, and collaborate with Revenue Ops to integrate knowledge into AI workflows