Knowledge & AI Enablement Manager
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Job Summary
Multiverse is the upskilling platform for AI and Tech adoption.
We have partnered with 1500 companies to deliver a new kind of learning thats transforming todays workforce.
Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI data and tech skills. Our learners have driven $2bn ROI for their employers using the skills theyve learned to improve productivity and measurable performance.
In June 2022 we announced a $220 million Series D funding round co-led by StepStone Group Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn the round makes us the UKs first EdTech unicorn.
But we arent stopping there. With a strong operational footprint and 800 employees we have ambitious plans to continue scaling. Were building a world where tech skills unlock peoples potential and output.
Join Multiverse and power our mission to equip the workforce to win in the AI era.
Your Mission
Reporting into the Senior Manager Support Services youll play a pivotal role in ensuring our AI and human support experiences are powered by accurate structured and engaging knowledge. Youll translate complex product and process updates into clear actionable content for learners coaches and internal teams and design how that knowledge is communicated by our AI Agent.
This is a hands-on role for someone who thrives at the intersection of knowledge management content design and conversational AI and whos passionate about creating support experiences that are not only efficient but also human and helpful.
Once Here You Will
Create and maintain structured reusable knowledge (macros snippets internal guides help articles) that keep both our human and AI agents informed and consistent.
Translate product and process changes into clear well-structured knowledge for internal teams and end-users.
Design and refine conversational flows tone and handoff logic so our AI Agent communicates naturally and on-brand.
Optimise knowledge structures metadata and tagging so content is easily discoverable by both humans and AI systems.
Partner with the AI Operations Lead to audit and improve AI response quality retrieval accuracy and content alignment.
Develop and govern content standards taxonomy and review processes to maintain accuracy and scalability.
Collaborate with Product GTM and Operations to document new workflows and ensure knowledge reflects current processes.
Analyse conversation data and feedback to identify knowledge gaps content improvements and opportunities for automation.
Continuously tune tone clarity and structure based on user feedback and AI performance data.
Act as the bridge between AI and human support ensuring every response whether automated or manual feels clear empathetic and consistent.
Qualifications
35 years experience in knowledge management content design support enablement or conversation design within a SaaS B2B or tech environment.
Exceptional writing and editing skills able to translate complex information into clear concise and engaging content.
Experience managing knowledge bases macros or structured content repositories.
Familiarity with AI support tools LLM-based systems or AI knowledge ingestion processes.
Understanding of taxonomy metadata and content governance frameworks.
Strong analytical mindset able to interpret usage data feedback and AI metrics to improve content and workflows.
Excellent collaboration and stakeholder management skills across Product Ops and Support.
Comfortable in a fast-paced environment with evolving tools systems and processes.
While Its Not Required Its an Added Plus If You Have
Experience designing or tuning AI or chatbot conversations (e.g. Intercom Fin ChatGPT or custom LLMs).
Exposure to AI prompt design retrieval-augmented generation (RAG) or AI training data structuring.
Background in UX writing technical documentation or enablement content strategy.
Experience in global or multi-market support environments.
How Success Will Be Measured
Accuracy and freshness of internal and external knowledge assets.
AI retrieval and response quality improvements over time.
Reduction in manual escalations through improved AI and self-serve content.
Consistency and tone alignment across AI and human responses.
Stakeholder satisfaction with content and process documentation.
Required Experience:
Manager
Key Skills
- System Architecture
- Records Management
- Zendesk
- Customer Support
- Live Chat
- IT Service Management
- ITIL
- Sharepoint
- Metadata
- Knowledge Management
- Intelligence Analysis
- Content Management
