Knowledge Manager

Location - Bengaluru,Mysuru,Remote

Department:

About the Role

Knowledge Manager

Key Responsibilities

1. Knowledge Base & Documentation:

   Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner.

2. Technical Writing Excellence:

   Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users.

3. AI Agent Enablement:

   Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates.

4. Content Governance:

   Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control.

5. Customer Query Analysis:

   Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection.

6. Collaboration:

   Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates.

7. Performance Tracking:

   Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption

   .

Required Qualifications

• 5-7 years of experience in

  knowledge management, technical writing, or product support documentation

  .
• Proven ability to

  write, edit, and organize technical content

  for diverse audiences.
• Strong working knowledge of

  Freshworks AI (Freddy AI, bots, automation)

  or similar AI-driven CX platforms.
• Familiarity with

  information architecture, content structuring, and taxonomy design

  .
• Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation.
• Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications

• Experience in

  technical writing tools

  (Confluence, Notion, or similar).
• Exposure to

  agentic AI workflows

  and conversational AI content optimization.
• Familiarity with

  multilingual documentation

  and global content delivery.
• Background in SaaS, product-based, or technology-driven organizations.

Why Join Us?

• Be at the forefront of

  AI-powered customer experience and documentation strategy

  .
• Directly impact

  support efficiency, customer satisfaction, and self-service adoption

  .
• Work in a collaborative, innovative, and growth-focused environment.
• Competitive compensation, benefits, and a culture of continuous learning.

About our Benefits:

Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.