AI Support & Knowledge Manager (mfd)
Share
Job Location:
Monthly Salary:
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Why voize Because were more than just a job!
At voize we believe the greatest gift to frontline workers is time - time to care connect and be present. Today that time is lost to admin work that pulls nurses away from what matters most: people.
Were changing that by building the AI companion that frees nurses from admin giving them back up to 30% of time. We dont replace humans - we support and amplify their impact. Today 1100 care facilities trust voize and over 75000 nurses rely on our AI companion to ease their daily workload.
Our mission is backed with a $50M Series A funding led by Balderton Capital with support from HV Capital Y Combinator and other leading VCs.
As a fast-growing team we combine first-in-class technology with meaningful social impact. And now were looking for you to join us on this mission!
Your Mission: Own AI Support performance and continuous improvement
As AI Support & Knowledge Manager you will be the single accountable owner for voizes AI support performance across Intercom (including Fin) our help content and our internal tools. Youll own the full improvement loop: measure support performance fix knowledge and behavior improve conversation flows and expand safe automations. Youll ensure our AI delivers consistent accurate customer experiences while continuously evolving our support operation to be scalable and future-proof.
Your Daily Business No two days are alike
Monitor and optimize AI performance by spotting patterns in AI and human-assist conversations tracking failure modes confusion clusters and quality drift then triaging issues like a product backlog
Build AI-ready knowledge by creating and maintaining support content that enables Fin to answer accurately and consistently reducing knowledge debt and structuring content for AI consumption
Design clear trustworthy conversations by defining voizes AI voice and interaction style refining high-value conversation flows and ensuring smooth handoffs to human agents
Create safe automations by building workflows that let AI complete tasks beyond answering questions partnering with Product and Engineering to expand automation coverage
Own AI support KPIs including AI resolution rate deflection CSAT escalation rate and time saved with clear reporting and a weekly review cadence
Your Skillset What you bring to the table
Proven experience improving support systems end-to-end (Support Ops CX systems knowledge programs automation or similar)
Strong analytical skills - youre comfortable working from conversation data patterns and operational metrics
Excellent writing and information design skills - you can turn messy tribal knowledge into crisp testable procedures
Comfortable collaborating with Engineering and Product on tooling integrations and safe system behavior
High ownership mindset - you can be accountable without becoming a bottleneck
Strong communication skills - in both English and German
Our Success Mindset - How we work at voize
Resilience is one of your strengths - you see challenges as opportunities not obstacles
Iterative working suits you - you test learn and improve constantly instead of waiting for perfection
You value open communication and constructive feedback - and contribute to a positive team culture
Growing together what you can expect at voize
We are a fast-growing startup that means you will tackle challenges grow quickly and make a real impact giving healthcare professionals more time for real patient care
We foster an open collaborative culture with regular team events whether you work from our Berlin office or remotely from Germany
Become a co-creator of our success with stock options
Generous perks: 30 vacation days plus your birthday off Germany Transport Ticket Urban Sports Club regular company off-sites and access to learning platforms such as Blinkist and Audible
You decide when you work best that means flexible working hours and a good hybrid set-up.
Ready to talk Apply now!
We look forward to your application and cant wait to meet you no matter who you are or what background you have!
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
About Company
Mit voize können Pflegekräfte Dokumentation frei am Smartphone einsprechen. voize generiert automatisch strukturierte Dokumentationseinträge.
