CallRail

Sr. Manager, Knowledge Management & CX Enablement

Atlanta, GA (Hybrid) · Senior

Sponsorship not specifiedDetected 33 days ago

RAGOKRsContent MarketingAuditingCustomer SupportZendeskCadenceLeadershipCommunicationWritingOrganizational Skills

About the role

Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases
Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality

Lead, coach, and develop a team of three specialists across technical writing, training, and QA
Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction
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
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
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
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
Working knowledge of the broader CX tech stack: Zendesk, Asana

Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred

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
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

Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence

This listing is sourced directly from CallRail's careers page and normalized into a canonical job model.