SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Boulevard is seeking a Knowledge Systems Manager to own and scale the company's knowledge ecosystem across customer-facing and internal resources. Reporting to the Manager of Education, this role sits at the intersection of Sales, Customer Success, and Marketing, driving strategy and governance for the Support Center and all customer-facing content while managing internal documentation used cross-functionally by GTM, Marketing, Product, and Support teams.
Key responsibilities include owning all customer-facing Support Center content (creation, governance, updates, archival), defining and maintaining Support Center taxonomy, structure, tone of voice, and discoverability standards. You will create and curate engaging content including articles, guides, tutorials, and videos to facilitate customer education and skill development. The role requires establishing content quality guidelines to ensure clarity, consistency, and alignment with product functionality, and supporting the upkeep of internal and external knowledge systems including Education Confluence, internal GPTs, LMS training content, Academy, and documentation.
A critical component of this role is AI optimization. You will optimize knowledge content for AI retrieval to ensure Boulevard's AI support agents (Billie/Fin) deliver accurate, high-confidence responses. You own the customer experience quality of AI-generated support responses, ensuring they are accurate, clear, helpful, appropriately toned, and aligned with Boulevard's support standards. This includes monitoring AI performance metrics (resolution rate, deflection rate, confidence levels), identifying opportunities to improve self-service outcomes, and proactively closing knowledge gaps that contribute to live agent escalations.
You will continuously refine prompts, structure, and knowledge formatting to improve AI effectiveness, collaborate with the AI Support team to improve knowledge ingestion and response quality, and partner with Revenue Operations to ensure knowledge content is properly integrated into AI workflows. Additionally, you will analyze support trends and ticket data to identify recurring friction points and knowledge gaps, translating these insights into scalable customer-facing guidance and internal support frameworks.
Blvd is a client experience platform for appointment-based, self-care businesses including salons, spas, medspa, and barbershops. Founded in 2016, the company empowers customers to deliver magical moments to their clients through modern, user-friendly technology.
