This is a remote position.
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.