What You'll Own
Fin/AI agent operations (25%): our customer-facing AI agent resolves routine questions correctly and the quality-adjusted automation rate holds or improves month over month. Owns resolution quality, deflection with quality gates, topic configuration, prompt and behavior tuning, and escalation-to-human design.
Help Center content ownership (40%): accuracy and AI-readiness of the Help Center as the shared knowledge layer feeding customer self-service and every AI surface. This role is the owner of every published article, where ownership means accountability for every published word, not typing them: AI drafts, this role structures, verifies, and publishes. Owns the taxonomy, article templates, and AI-retrieval writing standards, the Guru collections, the drafting pipeline, and the verify-and-publish workflow with Tier 1. Nothing ships to the knowledge layer without passing this role’s quality bar.
The content flywheel (20%): every detected wrong or missing AI answer becomes a published fix. Triage AI-failure reports from the shared intake queue, trace each to root cause (retrieval failure, content defect, or product-truth gap), route product-truth gaps to their owner, and report gap-closure velocity.
Launch readiness (10%): no release ships without its support content ready. Hold the support seat in release planning and prepare Help Center articles, Fin topics, and frontline teams before go-live.
Operability (5%): no single point of failure. Maintain the runbooks, configuration documentation, and measurement baselines, and keep a trained second for every critical system. Documentation is part of done.
Where This Role Sits
- This role is the support side of a larger AI ecosystem. It works best when the seams are clean, so here is who owns what around it:
R&D owns the AI knowledge-base architecture and the in-product AI (Amaya) knowledge stores, with a separate role scoped to that work. This role is their closest consumer: it keeps the knowledge layer they read from accurate and feeds architecture gaps back to them.
Leadership owns org-wide AI-native strategy and internal AI consolidation. This role informs those calls with ground truth from the operation.
Support tier leads own ticketing platform administration and support workflows. This role designs the AI handoffs that land in them.
This role owns the Guru collections and keeps them accurate and AI-ready, since Guru's AI answers from them.
New cross-team AI initiatives start with your manager, so they get prioritized before work begins.
How Success Is Measured
Quality-adjusted automation rate: AI resolutions with no human takeover, no negative feedback, no reopen.
Knowledge gap closure rate: speed from detected wrong/missing answer to published fix, weighted by impact. Top articles are proactively owned and current, not just reactively fixed.
Escalation precision: when the AI hands off to a human, it lands in the right place with full context.
Operability: every critical system has current runbooks and a functioning second; no single point of failure.
Partner trust: tier leads, content, and product partners would say this function makes their work easier.
What We're Looking For
3–5+ years in support operations, CX operations, knowledge management, or conversational AI operations, with hands-on ownership of a production AI agent (Intercom Fin strongly preferred; Ada, Forethought, Decagon, or similar also relevant).
A proven content engineer: customer-facing help content you owned end to end, plus taxonomy, content verification workflows, structured authoring, and writing for AI retrieval, not just human readers.
An experimenter's method: hypothesize, test small, measure, then scale. Comfortable with AI-assisted workflows as a daily practice.
Strong analytical habits: you can trace a wrong AI answer through retrieval, content, and product behavior to root cause, and you show your work.
Collaboration as a first-class skill: you raise concerns early, directly, and through agreed channels; you disagree openly, commit fully, and treat peers' domains with the respect you expect for yours.
You build systems, not dependencies: your instinct when you become the only person who can do something is to document it and train a second.
Working Style- check in before investing significant time in adjacent work,
- surface risks to their manager as crisp recommendations rather than broad escalations, and
- measure their impact by outcomes the team ships together rather than by territory.
This role touches systems that many teams depend on, which makes judgment about scope as important as technical skill. The people who thrive in it:
Skills Required
- 3-5+ years of experience in support operations, CX operations, knowledge management, or conversational AI operations
- Hands-on ownership of a production AI agent
- Experience with Intercom Fin, Ada, Forethought, Decagon, or similar AI support platforms
- End-to-end ownership of customer-facing help content
- Experience with taxonomy, content verification workflows, structured authoring, and writing for AI retrieval
- Experimental approach involving hypothesis development, testing, measurement, and scaling
- Strong analytical ability to trace incorrect AI answers to retrieval, content, or product-behavior root causes
- Strong cross-functional collaboration and direct communication skills
- Ability to document systems, maintain runbooks, and train backups
- Ability to verify identity and eligibility to work in the United States
What We Do
Founded in 2011, 15Five equips HR leaders to play a strategic role in their company’s growth. HR leaders use 15Five to combine engagement, performance and OKRs on one platform so they can make insightful decisions and take strategic action. Unlike other “command and control” performance systems, 15Five uses the latest in people science to turn managers and employees into self-driven owners of performance and engagement. To further the impact of talent on company growth, 15Five also provides education, coaching and community for HR leaders, managers and employees. HR leaders at over 3,000 companies, including Credit Karma, Spotify and Pendo, rely on 15Five’s software and services to make their talent a growth driver.
Why Work With Us
A career at 15Five is more than a job. Our culture embraces personal and professional growth, empowering you to be your best and to bring your whole self to work. We help people become their best selves to create highly-engaged, high-performing organizations, starting with ours.
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