Manage the product knowledge base, FAQs, process guides, and AI-driven support content. Translate complex technical concepts for diverse audiences, optimize Freddy AI responses, establish content governance, analyze customer queries, identify documentation gaps, collaborate with product, engineering, and support teams, and track knowledge-base usage, AI resolution rates, and self-service adoption.
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.
Requirements
Required Qualifications
- 5–7 years of experience in knowledge management, technical writing, or product support
- documentation.
- Proven ability to write, edit, and organize technical content for diverse audiences.
- Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX
- platforms.
- Familiarity with information architecture, content structuring, and taxonomy design.
- Analytical ability to derive insights from customer queries and translate them into clear, actionable
- documentation.
- Excellent written and verbal communication with meticulous attention to detail.
Preferred Qualifications
- Experience in technical writing tools (Confluence, Notion, or similar).
- Exposure to agentic AI workflows and conversational AI content optimization.
- Familiarity with multilingual documentation and global content delivery.
- Background in SaaS, product-based, or technology-driven organizations.
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