Knowledge Systems Manager

Job Overview

Who is Boulevard? Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business.

Job Description

Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive.

Take a look at how we (and YOU) can make that happen . We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact.

Do our values match? Read through our story and what we value the most . Our team values and celebrates our diverse backgrounds. Being open about and what we do allows us to do the best work of our lives.

We believe in equal opportunity for all, and you should too. Come do the best work of your life at Boulevard.

Boulevard's Education team operates at the intersection of Sales, Customer Success, and Marketing, empowering both our customers and internal teams with industry education and strategic methods to drive revenue growth.

Key Responsibilities

• Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business.
• We are seeking a Knowledge Systems Manager to own and scale our knowledge ecosystem across both customer-facing and internal resources, reporting to the Manager of Education.
• This role drives the strategy, governance, and organization of our Support Center and all customer-facing content, while also owning the creation and management of internal documentation used cross-functionally by GTM, Marketing, Product, and Support teams.
• In addition, this role leads AI knowledge optimization - ensuring our AI agent and chatbot surface accurate, high-quality information and continuously improve self-service resolution.
• You'll use product changes, support trends, and performance data to improve how customers get help, making support more efficient and easier to scale over time.
• What you'll do here: Knowledge Base Ownership & Strategy Own all customer-facing Support Center content, including creation, governance, updates, and archival Define and maintain Support Center taxonomy, structure, tone of voice, and discoverability standards Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate education and skill development among customers and team members Establish content quality guidelines to ensure clarity, consistency, and alignment with product functionality Support the upkeep of internal and external knowledge systems (Education Confluence, internal GPTs, LMS training content, Academy, and documentation), helping ensure content stays accurate, current, and accessible as a resource for teams Align with Product and Product Marketing to proactively update content based on releases and feature changes AI Optimization Optimize knowledge content for AI retrieval, ensuring our AI support agents (e.g., Billie/Fin) deliver accurate, high-confidence responses Own the customer experience quality of AI-generated support responses, ensuring Billie/Fin responses are not only accurate, but clear, helpful, appropriately toned, and aligned with Boulevard's support standards Monitor AI performance metrics (resolution rate, deflection rate, confidence levels) and identify opportunities to improve self-service outcomes Proactively identify and close knowledge gaps that contribute to live agent escalations Continuously refine prompts, structure, and knowledge formatting to improve AI effectiveness Collaborate with the AI Support team (e.g., Intercom) to improve knowledge ingestion and response quality Partner closely with Revenue Operations to ensure knowledge content is properly integrated into AI workflows and surfaced effectively across support systems Identify opportunities to leverage AI across the organization to enhance knowledge delivery and content accessibility beyond the support experience Support Insight & Analysis Analyze support trends and ticket data to identify recurring friction points and knowledge gaps that impact the customer and agent experience Translate recurring support trends and ticket drivers into scalable customer-facing guidance, including help content, AI response improvements, internal support guidance, and reusable support communication frameworks Partner with Support Operations to leverage reporting, tooling insights, and workflow data to identify knowledge gaps and opportunities for automation Support the evaluation and rollout of a new support/ticketing platform, ensuring knowledge structures, content, and AI-facing data are properly migrated and optimized for the new environment Serve as the knowledge liaison between Education, Support, Product Marketing, and Product Continuous Improvement & Future State Establish and track KPIs for knowledge performance and self-service effectiveness Regularly audit internal and external knowledge systems for accuracy and relevance Drive process improvements that reduce manual effort and increase scalability Build a sustainable governance model for long-term knowledge health Stay current on industry trends, tools, and best practices to continuously improve our knowledge and support experience What you'll need to thrive: Experience : Proven track record owning a help center or knowledge base end-to-end, strategy through execution, with measurable impact on deflection, resolution, or self-service outcomes.
• AI & Self-Service Optimization: Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms, structuring knowledge to improve accuracy, deflection, and resolution rates.
• Analytical judgment : Strong ability to independently query, filter, and interpret support trends, search behavior, and AI performance data directly from dashboards and reporting tools.

Required Skills and Qualifications

• Boulevard provides the first and only client experience platform for appointment-based, self-care businesses.
• We are seeking a Knowledge Systems Manager to own and scale our knowledge ecosystem across both customer-facing and internal resources, reporting to the Manager of Education.
• In addition, this role leads AI knowledge optimization - ensuring our AI agent and chatbot surface accurate, high-quality information and continuously improve self-service resolution.
• What you'll do here: Knowledge Base Ownership & Strategy Own all customer-facing Support Center content, including creation, governance, updates, and archival Define and maintain Support Center taxonomy, structure, tone of voice, and discoverability standards Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate education and skill development among customers and team members Establish content quality guidelines to ensure clarity, consistency, and alignment with product functionality Support the upkeep of internal and external knowledge systems (Education Confluence, internal GPTs, LMS training content, Academy, and documentation), helping ensure content stays accurate, current, and accessible as a resource for teams Align with Product and Product Marketing to proactively update content based on releases and feature changes AI Optimization Optimize knowledge content for AI retrieval, ensuring our AI support agents (e.g., Billie/Fin) deliver accurate, high-confidence responses Own the customer experience quality of AI-generated support responses, ensuring Billie/Fin responses are not only accurate, but clear, helpful, appropriately toned, and aligned with Boulevard's support standards Monitor AI performance metrics (resolution rate, deflection rate, confidence levels) and identify opportunities to improve self-service outcomes Proactively identify and close knowledge gaps that contribute to live agent escalations Continuously refine prompts, structure, and knowledge formatting to improve AI effectiveness Collaborate with the AI Support team (e.g., Intercom) to improve knowledge ingestion and response quality Partner closely with Revenue Operations to ensure knowledge content is properly integrated into AI workflows and surfaced effectively across support systems Identify opportunities to leverage AI across the organization to enhance knowledge delivery and content accessibility beyond the support experience Support Insight & Analysis Analyze support trends and ticket data to identify recurring friction points and knowledge gaps that impact the customer and agent experience Translate recurring support trends and ticket drivers into scalable customer-facing guidance, including help content, AI response improvements, internal support guidance, and reusable support communication frameworks Partner with Support Operations to leverage reporting, tooling insights, and workflow data to identify knowledge gaps and opportunities for automation Support the evaluation and rollout of a new support/ticketing platform, ensuring knowledge structures, content, and AI-facing data are properly migrated and optimized for the new environment Serve as the knowledge liaison between Education, Support, Product Marketing, and Product Continuous Improvement & Future State Establish and track KPIs for knowledge performance and self-service effectiveness Regularly audit internal and external knowledge systems for accuracy and relevance Drive process improvements that reduce manual effort and increase scalability Build a sustainable governance model for long-term knowledge health Stay current on industry trends, tools, and best practices to continuously improve our knowledge and support experience What you'll need to thrive: Experience : Proven track record owning a help center or knowledge base end-to-end, strategy through execution, with measurable impact on deflection, resolution, or self-service outcomes.
• AI & Self-Service Optimization: Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms, structuring knowledge to improve accuracy, deflection, and resolution rates.
• Information Architecture Mindset : Skilled at organizing complex product and operational information into intuitive, scalable structures for both internal teams and customers.
• Technical Fluency : Comfortable working across knowledge bases, CMS platforms, documentation tools, AI agents, and analytics dashboards.
• Includes:: Working knowledge of Model Context Protocol (MCP) and how it connects AI agents to external systems (CRM, billing, ops tools) for real-time data retrieval and action-taking - not just static lookup.

Benefits and Perks

• Bonus points if you have: Experience working with salons, spas, medspas, multi-location service-based businesses, or a strong understanding of the operational complexity of appointment-based industries Background in fast-paced SaaS, B2B technology, or high-growth startup environments Experience building or restructuring a Support Center or internal knowledge system from the ground up Experience creating multimedia learning assets Familiarity with content lifecycle management best practices Experience analyzing support metrics, search queries, or AI deflection metrics to inform strategy How we'll take care of you: At Boulevard, we work hard to structure compensation in a way that balances internal equity with local market competitiveness, and we’re happy to share a good-faith estimate of the base salary range for this role.
• ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
• Take a break whenever you need with our flexible vacation day policy.
• Equity: get ahead on the ground floor and grow with Boulevard.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Boulevard is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.