Knowledge Systems Manager (AI)

Location: Remote - USA

Salary: $100,000–$130,000 base salary per year for U.S.-based candidates, plus possible variable compensation.

Company

hirify.global provides a client experience platform for appointment-based self-care businesses, including salons, spas, medspas, and barbershops.

What you will do

• Own the strategy, governance, structure, and lifecycle of customer-facing Support Center content.
• Create and maintain articles, guides, tutorials, videos, internal documentation, training content, and other knowledge resources.
• Optimize knowledge for AI support agents and chatbots, improving retrieval quality, response accuracy, tone, resolution, and deflection.
• Monitor support trends, ticket data, search behavior, and AI performance metrics to identify knowledge gaps and opportunities for automation.
• Support the migration and optimization of knowledge structures, content, and AI-facing data for a new support and ticketing platform.
• Partner with Education, Support, Product, Product Marketing, Revenue Operations, and Engineering on content standards, product updates, and AI workflows.

Requirements

• End-to-end experience owning a help center or knowledge base, with measurable impact on deflection, resolution, or self-service outcomes.
• Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms.
• Strong information architecture, editorial, documentation, analytical, and cross-functional communication skills.
• Working knowledge of Model Context Protocol (MCP), including connectors, OAuth permission scoping, and read-versus-action tradeoffs.
• Ability to diagnose unresolved AI support conversations and distinguish knowledge gaps from context, connector, or workflow gaps.
• Experience designing technical courses and building sustainable governance and content-management processes.

Nice to have

• Experience with salons, spas, medspas, or other appointment-based service businesses.
• Background in SaaS, B2B technology, or high-growth startup environments.
• Experience building Support Centers or internal knowledge systems from the ground up.
• Experience creating multimedia learning assets or analyzing support and AI deflection metrics.

Culture & Benefits

• Fully remote work with a monthly work-from-home stipend.
• 401(k) matching, dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Family planning resources and specialized support programs.
• Equity and a learning and development program.