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. 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.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.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. 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 & StrategyOwn all customer-facing Support Center content, including creation, governance, updates, and archivalDefine and maintain Support Center taxonomy, structure, tone of voice, and discoverability standardsCreate and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate education and skill development among customers and team membersEstablish content quality guidelines to ensure clarity, consistency, and alignment with product functionalitySupport 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 teamsAlign with Product and Product Marketing to proactively update content based on releases and feature changesAI OptimizationOptimize knowledge content for AI retrieval, ensuring our AI support agents (e.g., Billie/Fin) deliver accurate, high-confidence responsesOwn 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 standardsMonitor AI performance metrics (resolution rate, deflection rate, confidence levels) and identify opportunities to improve self-service outcomesProactively identify and close knowledge gaps that contribute to live agent escalationsContinuously refine prompts, structure, and knowledge formatting to improve AI effectivenessCollaborate with the AI Support team (e.g., Intercom) to improve knowledge ingestion and response qualityPartner closely with Revenue Operations to ensure knowledge content is properly integrated into AI workflows and surfaced effectively across support systemsIdentify opportunities to leverage AI across the organization to enhance knowledge delivery and content accessibility beyond the support experienceSupport Insight & AnalysisAnalyze support trends and ticket data to identify recurring friction points and knowledge gaps that impact the customer and agent experienceTranslate recurring support trends and ticket drivers into scalable customer-facing guidance, including help content, AI response improvements, internal support guidance, and reusable support communication frameworksPartner with Support Operations to leverage reporting, tooling insights, and workflow data to identify knowledge gaps and opportunities for automationSupport 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 environmentServe as the knowledge liaison between Education, Support, Product Marketing, and ProductContinuous Improvement & Future StateEstablish and track KPIs for knowledge performance and self-service effectivenessRegularly audit internal and external knowledge systems for accuracy and relevanceDrive process improvements that reduce manual effort and increase scalabilityBuild a sustainable governance model for long-term knowledge healthStay current on industry trends, tools, and best practices to continuously improve our knowledge and support experienceWhat 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. Able to quickly grasp product functionality and translate it into clear documentation.Analytical judgment: Strong ability to independently query, filter, and interpret support trends, search behavior, and AI performance data directly from dashboards and reporting tools. This role requires skills at turning raw signals into prioritized action and measurable impact.Cross-Functional Influence: Skilled at partnering with Support, Product, Product Marketing, Ops, and Engineering to align on content standards, product updates, and AI optimization strategies.Clarity & Communication: Exceptional written and editorial skills, with the ability to simplify complex concepts while maintaining accuracy and authority.Operational Ownership: Strong governance mindset with the ability to maintain standards, manage updates proactively, and build sustainable processes for long-term knowledge health.Course Creation Know-how: Experience designing technical course content and addressing training needs with comprehensive coursesBuilder Mentality: Energized by creating systems from the ground up, improving workflows, and scaling knowledge in a fast-moving, evolving environment.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 industriesBackground in fast-paced SaaS, B2B technology, or high-growth startup environmentsExperience building or restructuring a Support Center or internal knowledge system from the ground upExperience creating multimedia learning assetsFamiliarity with content lifecycle management best practicesExperience analyzing support metrics, search queries, or AI deflection metrics to inform strategyHow we'll take care of you:✨ 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.Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.Family planning resources and specialized support programs.Equity: get ahead on the ground floor and grow with Boulevard.Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.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. For U.S. based candidates, the anticipated base salary range is $100,000 - $130,000 per year.

Knowledge Systems Manager

Emma

Responsibilities

Skills wanted:

Language(s) required:

About Boulevard:

joinblvd.com/

Admin access needed