CX AI Chatbot & Knowledge Manager

Job Description
About Us
HiBob is a global HR platform used by more than 5,000 multinational companies, including Monzo, Dott, Kahoot, Fiverr, and Octopus Energy. Our intuitive, data driven platform is built for how people work today: globally, remotely, and collaboratively. Since 2015, we have achieved consecutive triple digit year over year growth, powered by an exceptional team of Bobbers around the world.
Come and be you with us At HiBob, we want you to bring all parts of yourself to work. We embrace diversity and encourage you to be your best self.
Job Requirements

• 2+ years of experience in CX, Support Operations, Knowledge Management, or similar roles
• Hands-on experience managing or supporting chatbot flows, intents, or AI automation tools (Zendesk/ Ultimate preferred)
• Experience working with structured knowledge bases (Help Center, Community, internal KB)
• Strong analytical skills - able to review data and translate insights into improvements
• Organized and detail-oriented, with a governance mindset
• Strong written and verbal English communication skills
• Comfortable working cross-functionally
• Passionate about AI and building scalable customer experiences

Job Responsibilities
We're looking for a structured, tech-savvy CX Knowledge & AI Chatbot Manager to join the CX Delivery team.
This role sits at the intersection of AI chatbot operations, knowledge management, and CX delivery. You'll primarily own and optimize Support AI Agent (chatbot) and help strengthen the knowledge and content ecosystem that powers both AI and human support.
We're looking for someone with hands-on experience in chatbot management and knowledge systems - not just general CX experience. You should be comfortable working with chatbot flows, intents, and automation logic, as well as structured Help Center or Community content.
This is not a writing-heavy role. It's an enablement role focused on connecting knowledge sources, improving automation performance, and scaling self-service intelligently. In addition to chatbot and knowledge ownership, you may also contribute to broader CX Delivery initiatives such as workflow improvements, automation projects, and operational enhancements as business needs evolve.
AI & Chatbot Management (Primary Focus)

• Configure, maintain, and optimize the AI chatbot (Zendesk AI Agent)
• Manage chatbot instructions, use cases, workflows, intents, and data sources
• Review conversations to identify gaps, fallback patterns, and improvement opportunities
• Monitor performance metrics (deflection, customer experience, CSAT/BSAT, routing accuracy)
• Ensure alignment between AI logic, tone of voice, and product updates

Knowledge / Content Governance (Primary Focus)

• Maintain knowledge structure and taxonomy across Help Center, Community, and AI knowledge layers
• Ensure synchronization between customer-facing content, agent knowledge, and chatbot use cases
• Identify content gaps using ticket trends and AI insights
• Collaborate with CX and Product enablement stakeholders to maintain accuracy and clarity

Continuous Improvement & CX Delivery Support

• Turn AI and support insights into structured improvements
• Support automation and workflow optimization initiatives
• Contribute to scalable CX Delivery project and various, team objectives, goals and tasks as needed

Success Looks Like

• Chatbot experiences are accurate, well-maintained, and continuously improving
• AI performance improves through structured knowledge alignment
• Knowledge content is unified, searchable, and up to date
• Automation reduces support load while maintaining strong customer experience
• CX Delivery initiatives scale efficiently and predictably

Benefits
HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity options alongside all of this:

• Company share options plan - every employee can eventually become a shareHolder
• Hybrid working from day 1
• Work from home allowance - to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays - take the day off and receive a special gift
• Catered Thursday lunches and coffee!
• Dog-friendly office

If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!