Knowledge Manager

TL;DR

Knowledge Manager (Customer Care/AI): Owning and evolving the knowledge and AI systems that power hirify.global’s Customer Care experience with an accent on ensuring accurate, up-to-date, and structured knowledge for both human agents and AI tools. Focus on driving improvements in automation, resolution rates, and agent efficiency, while maintaining safety and patient trust.

Location: Hybrid in London

Company

hirify.global is transforming health with a cutting-edge platform that integrates diagnostics, medication, supplements, digital programs, and doctor consultations.

What you will do

• Own Customer Care knowledge across internal tools, public Help Centre, and AI systems.
• Ensure agents and AI have access to accurate, current, and compliant information.
• Drive improvements in automation, resolution rates, and agent efficiency.
• Lead the AI improvement cycle: Analyse → Train → Test → Deploy.
• Audit and quality-check AI responses to maintain safety and patient trust.
• Work cross-functionally to support new AI capabilities and system integrations.

Requirements

• Has experience in Customer Care, ideally as a Supervisor or Team Lead.
• Has owned or managed a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome).
• Has hands-on experience with AI-powered support tools (AI agents, copilots, automation workflows).
• Brings an AI-first mindset — curious, analytical, and excited about improving systems.
• Understands how automation and integrations work (API awareness is a strong plus).
• Is detail-oriented, patient-first, and committed to quality and safety.

Nice to have

• Experience in healthcare, regulated, or compliance-led environments.
• Exposure to API-based integrations or system-to-system automation.
• Experience scaling or optimising AI resolution rates in a Customer Care setting.
• Background in a startup or scale-up environment.
• Familiarity with knowledge governance, audits, or quality frameworks.

Culture & Benefits

• Share options.
• 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with hirify.global).
• Health insurance with Vitality.
• Flexible working options, including a dog-friendly office in Farringdon.
• Personal training and development budget via Learnerbly.
• Cycle to work scheme.