Sr. Manager, Knowledge Management & CX Enablement

About this role

<h3><strong>The Position</strong></h3> <p><span style="font-weight: 400;">CallRail is looking for a </span>Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients. You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention. </p> <h3><strong>Core Focus </strong></h3> <ul> <li>Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams</li> <li>Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases</li> <li>Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption</li> <li>CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement</li> <li>Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality</li> </ul> <h3><strong>What You'll Do</strong><span style="font-weight: 400;"> </span></h3> <ul> <li>Lead, coach, and develop a team of three specialists across technical writing, training, and QA</li> <li>Define and execute a training and enablement strategy that scales alongside product and team growth</li> <li>Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction</li> <li>Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence</li> <li>Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)</li> <li>Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows</li> <li>Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors</li> <li>Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior</li> <li>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.</li> <li>Stay current on AI support tooling trends and proactively recommend improvements to CallRail's AI-assisted support architecture</li> <li>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 </li> <li>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</li> </ul> <h3> </h3> <h3><strong>What You'll Need</strong></h3> <ul> <li>6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines</li> <li>2+ years managing cross-functional initiatives with either direct or indirect management experience</li> <li>Experience with AI support tooling and how content structure affects AI performance</li> <li>Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred</li> <li>Demonstrated experience building documentation or training programs at a SaaS company<br>Hands-on experience configuring or prompting AI support agents</li> <li>Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis</li> <li>Familiarity with the CallRail product or call tracking / conversation intelligence category</li> <li>Background in instructional design, learning principles, or formal QA methodology</li> <li>Working knowledge of the broader CX tech stack: Zendesk, Asana</li> </ul> <h3><strong>Skills & Traits </strong></h3> <ul> <li>Exceptional written communication and strong analytical mindset</li> <li>Cross-functional relationship builder with proven ability to influence without authority</li> <li>Highly organized with experience managing concurrent projects and tight timelines</li> <li>Genuine customer empathy and a desire to shift teams from task completion toward customer outcomes</li> <li>Curiosity about AI-assisted support and a genuine desire to build for both human and automated consumers of content</li> </ul> <p> </p> <p><span style="font-weight: 400;"><em> If you do not meet all the requirements listed, we still encourage you to apply!…