Sr. Manager, Knowledge Management & CX Enablement

Job Description

Job Description

The Position

CallRail 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 CallRail 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.

Core Focus

• Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams
• 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

What You'll Do

• 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 CallRail'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 CallRail 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 CallRail value story

What You'll Need

• 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 CallRail 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

Skills & Traits

• 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.

Additional Perks

• 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 company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.

Learn more:

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Continuous adoption of AI technologies is essential to this role. You will be expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.