Knowledge Manager - Conversational AI

Designation : Knowledge Manager

Location : Bangalore/Mysore/Remote

Job Type : Full-time

Department : Solution Delivery

About the Role :

- We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our product knowledge base, FAQs, and AI-driven support content. This role will directly contribute to the success of our AI agentic L1 support systems, enabling up to 60% case resolution through automation and self-service. The ideal candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge leader.

Key Responsibilities :

- 1. Knowledge Base & Documentation : Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner.

- 2. Technical Writing Excellence : Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users.

- 3. AI Agent Enablement : Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates.

- 4. Content Governance : Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control.

- 5. Customer Query Analysis : Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection.

- 6. Collaboration : Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates.

- 7. Performance Tracking : Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption.

Requirements :

Required Qualifications :

- 5 - 7 years of experience in knowledge management, technical writing, or product support documentation

- Proven ability to write, edit, and organize technical content for diverse audiences.

- Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX platforms.

- Familiarity with information architecture, content structuring, and taxonomy design.

- Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation.

- Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications :

- Experience in technical writing tools (Confluence, Notion, or similar).

- Exposure to agentic AI workflows and conversational AI content optimization.

- Familiarity with multilingual documentation and global content delivery.

- Background in SaaS, product-based, or technology-driven organizations.