Sr. Manager, Knowledge Management & CX Enablement

The PositionCallRail is looking for a 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.Core FocusSupport Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreamsKnowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge basesTechnical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumptionCX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagementQuality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection qualityWhat You'll DoLead, coach, and develop a team of three specialists across technical writing, training, and QADefine and execute a training and enablement strategy that scales alongside product and team growthPartner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company directionBuild and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadenceEstablish 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 workflowsServe as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectorsDrive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behaviorDevelop 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 architectureBuild 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 decisionsPartner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader CallRail value storyWhat You'll Need6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines2+ years managing cross-functional initiatives with either direct or indirect management experienceExperience with AI support tooling and how content structure affects AI performanceExperience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferredDemonstrated experience building documentation or training programs at a SaaS companyHands-on experience configuring or prompting AI support agentsFamiliarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysisFamiliarity with the CallRail product or call tracking / conversation intelligence categoryBackground in instructional design, learning principles, or formal QA methodologyWorking knowledge of the broader CX tech stack: Zendesk, AsanaSkills & TraitsExceptional written communication and strong analytical mindsetCross-functional relationship builder with proven ability to influence without authorityHighly organized with experience managing concurrent projects and tight timelinesGenuine customer empathy and a desire to shift teams from task completion toward customer outcomesCuriosity about AI-assisted support and a genuine desire to build for both human and automated consumers of contentIf you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.Additional PerksHealthcare (one option covered at 100% for employees), Dental & Vision CoverageCompetitive HSA with company matchingPaid parental leaveFlexible vacation policy401K options with company dollar-for-dollar matchEmployee stock options available from day one$2,000 annual educational allowanceCatered lunch every Tuesday * an in-office perkMARTA transportation or office parking expenses coveredEmployee charitable donation company match, up to $500 annuallyRegular company outings and eventsHybrid work options with $500 office stipend to set up your home officeDesignated bike storageThis position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.Learn more: https://www.callrail.com/about/You Are Welcome HereCallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).