Knowledge Base Development

• Create clear, helpful self-service content that customers actually want to use
• Transform complex payroll concepts into simple, actionable guidance
• Keep content fresh and accurate through regular review

WHAT YOU’LL DO

We’re looking for someone to help us revolutionise customer support using AI! You’ll build and manage our smart self-service system that helps customers get answers instantly, 24/7. Think of yourself as the bridge between cutting-edge AI technology and real customer needs.
Help us deflect 50% of support tickets (about 7,500 monthly cases) through intelligent automation, making life better for both customers and our support team.

KEY RESPONSIBILITIES

AI Platform Management

• Configure and optimise our Forethought.ai system integrated with Zendesk
• Train AI models to provide accurate, helpful responses

• Monitor performance and continuously improve response quality

  Data-Driven Decision Making

• Analyse support ticket patterns to identify automation opportunities

• Use data insights to prioritise which content will have the biggest impact

• Track success metrics and report on improvements

  Knowledge Base Development

• Create clear, helpful self-service content that customers actually want to use

• Transform complex payroll concepts into simple, actionable guidance

• Keep content fresh and accurate through regular reviews

  Cross-Team Collaboration

• Work with support agents to capture their expertise and best practices

• Partner with our Head of AI on technical strategy
• Collaborate with Customer Success to understand customer pain points

WHY THIS ROLE MATTERS

You’ll be at the forefront of AI-powered customer experience, directly improving how thousands of customers interact with our platform. This isn’t just about technology—it’s about creating genuine value for real people whilst positioning yourself as an expert in one of the fastest-growing areas of customer service.