Boulevard Knowledge Systems Manager at Boulevard owns and scales the knowledge ecosystem for customer-facing and internal resources. The role leads AI knowledge optimization and manages content strategy for support and education platforms.
Responsibilities
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
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
Qualification
ExperienceAI & Self-Service OptimizationInformation Architecture MindsetTechnical FluencyAnalytical judgmentCross-Functional InfluenceClarity & CommunicationOperational OwnershipCourse Creation Know-howExperience working with salonsBackground in fast-paced SaaSExperience analyzing support metrics
Required
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. 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.
Comfort scoping/configuring MCP or data connectors within Intercom, including OAuth-based permission scoping and read-vs-act tradeoffs.
Ability to diagnose why a Fin conversation went unresolved. Distinguishing a knowledge gap (needs an article) from a context/action gap (needs a connector or workflow).
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 courses
Preferred
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. For U.S. based candidates, the anticipated base salary range is $100,000 - $130,000 per year. In addition to this base compensation, this role may be eligible to participate in a variable compensation program. Final compensation will vary based on a variety of factors, which include but are not limited to applicable experience, location, and final leveling.
