Remote AI Support & Knowledge Operations Lead

Remote; San Francisco (CA); À distance; USD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health benefits

Flexible time off

Paid parental leave

401K matching

Remote work

Résumé du poste

15Five is an AI-powered performance management platform that enables managers to lead with impact. The role focuses on sustaining high-quality AI agent operations, owning the knowledge base, and driving continuous improvements in content and release readiness.

We value a fast-paced, remote startup culture with high standards and strong collaboration. You will work with cross-functional teams to ensure accurate AI-driven customer support and scalable content delivery.

Qualifications

• 3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations.
• Owns production AI agent content end-to-end, taxonomy, and AI retrieval standards.
• Strong analytical skills to trace AI answers to root cause and fix gaps.
• Collaborative, detail-oriented, and able to work with cross-functional teams.

Responsabilités

• Own Fin/AI agent operations, including resolution quality and escalation design.
• Own Help Center content, taxonomy, templates, and publishing workflow.
• Triages AI-failure reports and drives root-cause analysis.
• Ensure release readiness with support content and frontline teams.
• Maintain operability: runbooks, configuration docs, and backups.

Connaissances

Customer support operations

Knowledge management

AI operations

Analytical thinking

Collaboration

Outils

Intercom Fin

Ada

Forethought

Decagon

Description du poste

15Five is an AI-powered performance management platform that enables managers to lead with impact. The role focuses on sustaining high-quality AI agent operations, owning the knowledge base, and driving continuous improvements in content and release readiness.

We value a fast-paced, remote startup culture with high standards and strong collaboration. You will work with cross-functional teams to ensure accurate AI-driven customer support and scalable content delivery.