AI and Knowledge Manager - Maternity leave replacement

Description

At Lusha, we're building for builders. We build fast and AI-first, so we look for builders. By a builder, we mean someone who turns "maybe" into "done."

We're looking for an AI and Knowledge Manager to own the intersection of AI-driven support and our Knowledge hub (aka. Help center). You'll make sure our AI tools and self-service resources work as one system, so customers get fast, accurate, and consistent answers no matter which channel they land on.

You'll shape the AI chatbot strategy end to end, from prompt design to failure detection, while owning the Knowledge hub (aka. Help center) roadmap, content, and voice. You'll partner closely with Support, CS, and R&D to keep our knowledge base sharp, train agents on AI tools, and turn deflection data into concrete improvements.

Hands-on experience designing and optimizing LLM prompts, and using AI tools to scale documentation and support workflows, is a must for this role.

This role is based in Tel Aviv. We work in a hybrid model, with 3 days a week in the office. This is a Monday to Friday role.

This might be for you if:

• You enjoy owning a system end to end, from chatbot strategy to Knowledge hub (aka. Help center) content, and connecting the dots between them
• You like turning messy support data into clear signals that drive real improvements
• You care about accuracy, tone, and consistency across every piece of customer facing content
• You enjoy training and enabling others, whether that's support agents or an AI agent
• You actively use AI tools to move faster and raise the bar on documentation and support quality

Responsibilities

• Develop and execute the AI chatbot strategy, ensuring alignment with overall support goals
• Design and optimize LLM prompts to enhance AI response quality and relevance
• Maintain and optimize knowledge base content to strengthen AI and agent effectiveness
• Implement failure detection systems to monitor AI and agent interactions, ensuring accuracy and quality
• Own and maintain the Knowledge hub (aka. Help center) roadmap, including content, tone, and voice consistency
• Monitor and analyze deflection analytics, identifying trends and areas for improvement
• Conduct AI trainings for support agents, ensuring skill development and adoption
• Define and track AI related KPIs to measure performance and business impact
• Maintain internal documentation and best practices for AI tools and support processes
• Lead, evaluate, and implement integrations between AI tools and other support/CRM systems to ensure smooth workflows

Requirements

• 2+ years of experience in knowledge management, technical writing, support operations, or a related content/AI role
• Hands-on experience with AI chatbot platforms (e.g., Intercom Fin) and LLM prompt design
• Proven track record owning a Knowledge base at scale, including information architecture and content standards
• Comfortable writing and maintaining content in Markdown/MDX (e.g., Redocly, Mintlify, or similar docs as code platforms)
• Strong analytical skills, with experience turning support/deflection data into actionable insights
• Experience with automation tools (e.g., n8n, Zapier) to scale documentation or support workflows
• Excellent written English and a sharp eye for tone, clarity, and consistency
• A strong builder mindset, comfortable owning ambiguous problems and shipping solutions independently

Nice to have:

• Experience with integrations between support/CRM systems (e.g., Intercom, Salesforce, Jira, Confluence)
• Experience training or enabling teams on new tools and processes
• General understanding of SEO best practices
• Basic understanding and experience with GitHub
• Background in a B2B SaaS or data platform environment