Remote AI Support & Knowledge Ops Manager

15Five; United States; Remote; USD 98,000 - 115,000; Full time

Benefits offered by this job

Remote work

401K Matching

Comprehensive benefits

Job summary

15Five is seeking an AI Support Operations Manager who will own the day-to-day operation of our customer-facing AI agent (Intercom Fin) and the accompanying Help Center content. You will drive quality improvements, triage AI failure reports, and ensure the knowledge base remains AI-ready and accurate for self-service across all support surfaces.

You will partner with R&D, leadership, and support teams to maintain runbooks, documentation, and a robust content workflow.

Qualifications

• 3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations, with hands-on ownership of a production AI agent.
• Strong analytical habits and ability to trace issues through retrieval, content, and product behavior.
• Excellent collaboration and communication to coordinate with cross-functional teams.

Responsibilities

• Own the Fin/AI agent operations and improve resolution quality and escalation design.
• Own Help Center content and ensure AI-ready, accurate knowledge for self-service.
• Own the content flywheel by triaging AI-failure reports and driving fast gap closures.
• Ensure launch readiness with ready-to-publish content and frontline team alignment before go-live.
• Maintain operability with up-to-date runbooks, configuration docs, and trained backups.

Skills

Support operations

CX operations

Knowledge management

Conversational AI operations

Analytical mindset

Collaboration

Experimentation

Systems thinking

Tools

Intercom Fin

Ada

Forethought

Decagon

Job description

15Five is seeking an AI Support Operations Manager who will own the day-to-day operation of our customer-facing AI agent (Intercom Fin) and the accompanying Help Center content. You will drive quality improvements, triage AI failure reports, and ensure the knowledge base remains AI-ready and accurate for self-service across all support surfaces.

You will partner with R&D, leadership, and support teams to maintain runbooks, documentation, and a robust content workflow.