Knowledge Base Manager

Role overview

The Knowledge Base Analyst is responsible for building, maintaining, governing, and improving the organization’s knowledge content used in customer-facing chatbots, digital self-service channels, and customer support operations. The position focuses on keeping articles accurate, clear, current, and aligned with customer experience goals while strengthening chatbot performance, supporting agent efficiency, increasing self-service success, and ensuring one consistent source of truth across the business.

Key responsibilities

• Take ownership of the knowledge base platform, including administration, content hierarchy, taxonomy, user permissions, governance rules, and ongoing optimization.
• Draft, update, and publish knowledge articles based on business needs, operational changes, and customer questions.
• Assist with migration work by auditing content, mapping data, validating information, and moving material from legacy systems.
• Regularly review articles to keep them accurate, relevant, complete, and compliant.
• Maintain standards for structure, tagging, metadata, and categorization so users can search and find information efficiently.
• Keep language, tone, formatting, and overall content quality consistent across all knowledge assets.
• Set up governance workflows, review calendars, and version control methods.
• Remove outdated, duplicate, or irrelevant content from the knowledge base.
• Build and refine content for chatbot and AI-powered self-service experiences.
• Make sure knowledge articles are properly connected to and displayed in chatbot platforms and smart FAQ tools.
• Review chatbot conversations to spot content gaps, errors, and areas for improvement.
• Support chatbot training through content creation, intent mapping, and knowledge refinement.
• Work with vendors and technical teams to improve answer accuracy and containment performance.
• Take part in chatbot testing, validation, and user acceptance activities.
• Provide customer service agents with accurate, practical, and easy-to-use knowledge resources.
• Create process documentation, troubleshooting guides, and operational reference material.
• Enhance content to reduce handling time and improve first-contact resolution.
• Collect feedback from agents and operations teams to improve usability and content quality.
• Train customer service agents on knowledge base usage, including navigation, search techniques, and adoption of knowledge assets.
• Perform routine audits to verify quality, compliance, and accuracy.
• Track chatbot performance, search analytics, and content usage to identify optimization opportunities.
• Resolve issues related to missing information, broken links, and visibility gaps.
• Proactively create content for recurring customer questions and emerging trends.
• Partner with cross-functional teams to gather and validate business information.
• Review stakeholder needs to support knowledge management and self-service initiatives.
• Coordinate with external vendors and platform providers on knowledge and chatbot-related issues.
• Facilitate content review and approval with subject matter experts.
• Communicate knowledge updates and process changes to stakeholders.
• Support training for team members on knowledge base processes and best practices.
• Contribute to other digital guest experience or contact center projects as required.

Requirements

• A bachelor’s degree in Business Administration, Communications, Customer Experience, Information Management, Digital Media, or a related discipline.
• 3 to 5 years of experience in knowledge management, content management, customer experience, customer service operations, or digital support.
• Hands-on experience managing knowledge bases, content repositories, or chatbot knowledge platforms.
• Experience with customer service platforms, CMS tools, or conversational AI solutions is preferred.
• Strong English writing and verbal communication skills.
• Excellent attention to detail and a strong commitment to content quality.
• Ability to turn complex information into clear, user-friendly content.
• Working knowledge of taxonomy, tagging, and content governance practices.
• Understanding of chatbot workflows, FAQ design, and self-service experiences.
• Strong analytical thinking and problem-solving ability.
• Good stakeholder management and collaboration skills.
• Proficiency with knowledge management platforms such as Sprinklr, Shelf, or similar tools.
• Understanding of customer experience and contact center operations.
• Experience using analytics and reporting tools.
• Exposure to multilingual content handling and localization workflows.
• Basic familiarity with generative AI, NLP, and conversational AI concepts.

Additional information

This role is based onsite in Abu Dhabi Emirate, United Arab Emirates. No salary, stipend, start date, application deadline, or vacancy count was specified in the source information.