[Remote] AI Knowledge Designer

Note: The job is a remote job and is open to candidates in USA. Alpine IQ is a company focused on transforming customer data into measurable outcomes through a suite of tools. The AI Knowledge Designer will optimize the customer support experience by managing AI interactions and documentation, ensuring clarity and alignment with customer success goals.

Responsibilities

• Design, implement, and continuously refine conversational flows within our AI chatbot to deliver accurate, natural, and brand-aligned responses
• Analyze AI conversation data to identify gaps, inaccuracies, and opportunities for improvement
• Partner with Support leadership to prioritize AI content updates based on product changes and customer needs
• Collaborate on testing and launching new automation features, triggers, and intents
• Create, maintain, and optimize customer-facing documentation, FAQs, and help articles to drive self-service success
• Ensure all content reflects Alpine IQ’s tone, accuracy standards, and compliance requirements
• Collaborate with Product, Engineering, and Customer Success teams to keep documentation current following releases and updates
• Establish and maintain structured content standards to ensure consistency and usability
• Track and analyze automation metrics including deflection rate, resolution accuracy, escalation trends, and CSAT
• Translate data insights into actionable improvements for AI behavior and documentation quality
• Contribute to internal process documentation that improves knowledge sharing and system reliability
• Work closely with Human Support, Product, and Engineering teams to align AI and human support workflows
• Partner with Customer Education and Marketing to ensure documentation supports onboarding, adoption, and retention
• Participate in feedback loops to ensure AI and documentation reflect real customer challenges

Skills

• 1+ years of experience in conversational design, technical writing, or knowledge management within a SaaS or technology environment
• Hands-on experience with Intercom's FIN AI or similar AI-powered customer support tools
• Strong understanding of customer support operations, tone design, and documentation best practices
• Excellent written and verbal communication skills with a focus on clarity and usability
• Ability to interpret data and translate insights into meaningful improvements
• Comfort working in a fast-paced, fully remote, and data-driven environment
• Experience with prompt engineering, chatbot training, or AI system tuning
• Familiarity with regulated or compliance-driven industries
• Background in UX writing or product content strategy
• Experience using tools such as Archbee, Intercom Knowledge Center, or Zendesk Help Center
• Basic understanding of analytics tools and performance reporting

Benefits

• Medical, Dental, Vision, and ancillary benefits
• 401(k) Company Match
• Flexible Time Off
• Home Office Benefit
• Paid Parental Leave
• Virtual Events
• Company Laptop
• And More!

Company Overview