Knowledge Systems Manager

About this role

Who is Boulevard?

Boulevard provides the first and only client experience platform for appointment-based, self-care businesses. We empower our customers to give their clients more of the magical moments that matter most.

Before launching in 2016, our founders spent months interviewing salon managers and working behind front desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are built for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but thrive. Take a look at how we (and YOU) can make that happen .

We have an insatiable curiosity and embrace experimentation. We believe that simple solutions require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and what we value the most .

Our team values and celebrates our diverse backgrounds. Being open about who we are and what we do allows us to do the best work of our lives. We believe in equal opportunity for all, and you should too.

Come do the best work of your life at Boulevard.

Boulevard's Education team operates at the intersection of Sales, Customer Success, and Marketing, empowering both our customers and internal teams with industry education and strategic methods to drive revenue growth. We are seeking a Knowledge Systems Manager to own and scale our knowledge ecosystem across both customer-facing and internal resources, reporting to the Manager of Education.

This role drives the strategy, governance, and organization of our Support Center and all customer-facing content, while also owning the creation and management of internal documentation used cross-functionally by GTM, Marketing, Product, and Support teams.

In addition, this role leads AI knowledge optimization — ensuring our AI agent and chatbot surface accurate, high-quality information and continuously improve self-service resolution. You'll use product changes, support trends, and performance data to improve how customers get help, making support more efficient and easier to scale over time.

What you'll do here:

Knowledge Base Ownership & Strategy

• Own all customer-facing Support Center content, including creation, governance, updates, and archival

• Define and maintain Support Center taxonomy, structure, tone of voice, and discoverability standards

• Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate education and skill development among customers and team members

• Establish content quality guidelines to ensure clarity, consistency, and alignment with product functionality

• Support the upkeep of internal and external knowledge systems (Education Confluence, internal GPTs, LMS training content, Academy, and documentation), helping ensure content stays accurate, current, and accessible as a resource for teams

• Align with Product and Product Marketing to proactively update content based on releases and feature changes

AI Optimization

• Optimize knowledge content for AI retrieval, ensuring our AI support agents (e.g., Billie/Fin) deliver accurate, high-confidence responses

• Own the customer experience quality of AI-generated support responses, ensuring Billie/Fin responses are not only accurate, but clear, helpful, appropriately toned, and aligned with Boulevard's support standards

• Monitor AI performance metrics (resolution rate, deflection rate, confidence levels) and identify opportunities to improve self-service outcomes

• Proactively identify and close knowledge gaps that contribute to live agent escalations

• Continuously refine prompts, structure, and knowledge formatting to improve AI effectiveness

• Collaborate with the AI Support team (e.g., Intercom) to improve knowledge ingestion and response quality

• Partner closely with Revenue Operations to ensure knowledge content is properly integrated into AI workflows and surfaced effectively across support systems

• Identify opportunities to leverage AI across the organization to enhance knowledge delivery and content accessibility beyond the support experience

Support Insight & Analysis

• Analyze support trends and ticket data to identify recurring friction points and knowledge gaps that impact the customer and agent experience

• Translate recurring support trends and ticket drivers into scalable customer-facing guidance, including help content, AI response improvements, internal support guidance, and reusable support communication frameworks

• Partner with Support Operations to leverage reporting, tooling insights, and workflow data to identify knowledge gaps and opportunities for automation

• Support the evaluation and rollout of a new support/ticketing platform, ensuring knowledge structures, content, and AI-facing data are properly migrated and optimized for the new environment

• Serve as the knowledge liaison between Education, Support, Product Marketing, and Product

Continuous Improvement & Future State

• Establish and track KPIs for knowledge performance and self-service effectiveness

• Regularly audit internal and external knowledge systems for accuracy and relevance

• Drive process improvements that reduce manual effort and increase scalability

• Build a sustainable governance model for long-term knowledge health

• Stay current on industry trends, tools, and best practices to continuously improve our knowledge and support experience

What you'll need to thrive:

• Experience : Proven track record owning a help center or knowledge base end-to-end, strategy through execution, with measurable impact on deflection, resolution, or self-service outcomes.

• AI & Self-Service Optimization: Experience optimizing content for AI-driven support tools, chatbots, or self-service platforms, structuri

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