At Lusha, we're building for builders. We build fast and AI-first, so we look for builders. By a builder, we mean someone who turns "maybe" into "done."
We're looking for an AI and Knowledge Manager to own the intersection of AI-driven support and our Knowledge hub (aka. Help center). You'll make sure our AI tools and self-service resources work as one system, so customers get fast, accurate, and consistent answers no matter which channel they land on.
You'll shape the AI chatbot strategy end to end, from prompt design to failure detection, while owning the Knowledge hub (aka. Help center) roadmap, content, and voice. You'll partner closely with Support, CS, and R&D to keep our knowledge base sharp, train agents on AI tools, and turn deflection data into concrete improvements.
Hands-on experience designing and optimizing LLM prompts, and using AI tools to scale documentation and support workflows, is a must for this role.
This role is based in Tel Aviv. We work in a hybrid model, with 3 days a week in the office. This is a Monday to Friday role.
This might be for you if:
- You enjoy owning a system end to end, from chatbot strategy to Knowledge hub (aka. Help center) content, and connecting the dots between them
- You like turning messy support data into clear signals that drive real improvements
- You care about accuracy, tone, and consistency across every piece of customer facing content
- You enjoy training and enabling others, whether that's support agents or an AI agent
- You actively use AI tools to move faster and raise the bar on documentation and support quality
Responsibilities
- Develop and execute the AI chatbot strategy, ensuring alignment with overall support goals
- Design and optimize LLM prompts to enhance AI response quality and relevance
- Maintain and optimize knowledge base content to strengthen AI and agent effectiveness
- Implement failure detection systems to monitor AI and agent interactions, ensuring accuracy and quality
- Own and maintain the Knowledge hub (aka. Help center) roadmap, including content, tone, and voice consistency
- Monitor and analyze deflection analytics, identifying trends and areas for improvement
- Conduct AI trainings for support agents, ensuring skill development and adoption
- Define and track AI related KPIs to measure performance and business impact
- Maintain internal documentation and best practices for AI tools and support processes
- Lead, evaluate, and implement integrations between AI tools and other support/CRM systems to ensure smooth workflows
- 2+ years of experience in knowledge management, technical writing, support operations, or a related content/AI role
- Hands-on experience with AI chatbot platforms (e.g., Intercom Fin) and LLM prompt design
- Proven track record owning a Knowledge base at scale, including information architecture and content standards
- Comfortable writing and maintaining content in Markdown/MDX (e.g., Redocly, Mintlify, or similar docs as code platforms)
- Strong analytical skills, with experience turning support/deflection data into actionable insights
- Experience with automation tools (e.g., n8n, Zapier) to scale documentation or support workflows
- Excellent written English and a sharp eye for tone, clarity, and consistency
- A strong builder mindset, comfortable owning ambiguous problems and shipping solutions independently
Nice to have:
- Experience with integrations between support/CRM systems (e.g., Intercom, Salesforce, Jira, Confluence)
- Experience training or enabling teams on new tools and processes
- General understanding of SEO best practices
- Basic understanding and experience with GitHub
- Background in a B2B SaaS or data platform environment
Skills Required
- 2+ years experience in knowledge management, technical writing, support operations, or related content/AI role
- Hands-on experience with AI chatbot platforms and LLM prompt design
- Proven track record owning a knowledge base at scale, including information architecture and content standards
- Comfortable writing and maintaining content in Markdown/MDX (e.g., Redocly, Mintlify, or similar docs-as-code platforms)
- Strong analytical skills; experience turning support/deflection data into actionable insights
- Experience with automation tools (e.g., n8n, Zapier) to scale documentation or support workflows
- Excellent written English and a sharp eye for tone, clarity, and consistency
- Builder mindset; comfortable owning ambiguous problems and shipping solutions independently
- Experience with integrations between support/CRM systems (Intercom, Salesforce, Jira, Confluence)
- Experience training or enabling teams on new tools and processes
- General understanding of SEO best practices
- Basic understanding and experience with GitHub
- Background in a B2B SaaS or data platform environment
Lusha Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Lusha and has not been reviewed or approved by Lusha.
-
Healthcare Strength — Health coverage is described as robust, including an option for a fully covered individual plan plus dental, vision, life, and disability. Feedback suggests employer-paid individual medical options and comprehensive plan choices are available.
-
Wellbeing & Lifestyle Benefits — Everyday perks such as meal stipends, snacks, commuter benefits and paid parking combine with wellness offerings like subsidized gym, fitness classes, and annual screenings. These lifestyle benefits are consistently featured for office-based teams.
-
Retirement Support — A 401(k) plan is offered to support retirement savings. This is explicitly included alongside compensation packages in U.S. listings.
Lusha Insights
What We Do
At Lusha, we're building a future where every B2B sales professional is equipped with the data they need to succeed. Founded in 2016 by Assaf Eisenstein and Yoni Tserruya, our mission is to organize the world's business data while empowering our customers to uncover relevant revenue and growth opportunities. We're proudly GDPR compliant and maintain a globally compliant database. With a staggering reach of 1 million users and a database boasting over 200 million entries, including 45 million direct contacts in North America, 50 million enterprise and SMB business profiles, and 21 million GDPR-compliant European contacts, Lusha stands as an indispensable resource in the B2B landscape. Our community has surged to over 670,000 sales professionals and 223,000 sales organizations, proudly showcasing partners such as Zendesk, Google, and Yotpo. With significant investments totaling $240 million, we've transitioned from our bootstrap origins to unicorn status with a value estimation of $1.5 billion. Starting as a profitable bootstrap company and surviving solely on profits for 4.5 years, our journey is a testament to our commitment to innovation and the iconic brand we've become, continuously setting new standards in the industry. In total, Lusha has 300 employees globally in two sites—Tel Aviv and Boston. Our teams are the driving force behind everything we do, dedicated not only to meeting but exceeding our customers' needs. We understand the importance of connection, fostering a collaborative environment where every employee contributes to our success. Your voice matters, your ideas count, and together, we'll thrive. Join us on this journey to revolutionize B2B sales. Let's grow better together.
Why Work With Us
Welcome to Lusha, where culture isn't a label—it's our DNA. Dream-driven creators, user-centric innovators, and relentless learners, we thrive on simplicity, collaboration, and trust. Join us in shaping a company we're proud of—one where every voice matters and dreams fuel our journey.
Gallery
