Sr. Manager, Knowledge Management & CX Enablement

Sr. Manager, Knowledge Management & CX Enablement

Atlanta, GA (Hybrid)

Call Rail is looking for a Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at Call Rail to provide best-in-class technical solutioning to our clients.

You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention.

• Support Help Center:
  Own the centralized knowledge platform that supports CX responses and customer support work streams
• Knowledge Management:
  Governing content strategy, taxonomy, and freshness across all knowledge bases
• Technical Writing:
  Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption
• CX Training:
  Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement
• Quality Assurance:
  Establishing QA frameworks to improve accuracy of content and AI deflection quality

• Lead, coach, and develop a team of three specialists across technical writing, training, and QA
• Define and execute a training and enablement strategy that scales alongside product and team growth
• Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction
• Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence
• Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)
• Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows
• Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors
• Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior
• Develop mechanism and scorecards to evaluate the accuracy and quality of AI support responses, identify knowledge and training gaps that create deflection failures to drive improvement.
• Stay current on AI support tooling trends and proactively recommend improvements to Call Rail's AI-assisted support architecture
• Build and embed customer-centric training tracks that deepen support specialists' understanding of marketing attribution - including call tracking, source attribution, and how Call Rail data informs customer business decisions
• Partner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader Call Rail value story

• 6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines
• 2+ years managing cross-functional initiatives with either direct or indirect management experience
• Experience with AI support tooling and how content structure affects AI performance
• Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred
• Demonstrated experience building documentation or training programs at a SaaS company Hands-on experience configuring or prompting AI support agents
• Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis
• Familiarity with the Call Rail product or call tracking / conversation intelligence category
• Background in instructional design, learning principles, or formal QA methodology
• Working knowledge of the broader CX tech stack:
  Zendesk, Asana

• Exceptional written communication and strong analytical mindset
• Cross-functional relationship builder with proven ability to influence without authority
• Highly organized with experience managing concurrent projects and tight timelines
• Genuine customer empathy and a desire to shift teams from task completion toward customer outcomes
• Curiosity about AI-assisted support and a genuine desire to build for both human and automated consumers of content

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with…