Knowledge Management Specialist

About the Role:

As a Knowledge Management Specialist, you will be at the forefront of revolutionizing how we create, manage, and scale self-help and educational materials, which also serve as crucial data inputs for the LLMs empowering our customer service products; a core responsibility of this role is to manage and optimize these data inputs for our customers and internal teams. You will leverage cutting-edge AI tools and technologies to build a smart, scalable, and highly effective knowledge ecosystem. You will work with a cross-functional team to integrate AI into our content strategy, automate content workflows, and deliver personalized, data-driven educational experiences.

You will have a deep understanding of how our educational resources are performing and will use AI-driven insights to continuously improve key metrics such as touchpoint deflection, Article Contact Rate (ACR), and user engagement.

About the Team:

Join us as an AI-Powered Knowledge Management Specialist, where you'll shape the future of how knowledge is created, shared, and scaled. In this role, you'll be a key player in transforming our content ecosystem by integrating AI to enhance content creation, automate workflows, and deliver personalized user experiences. You'll collaborate with cross-functional partners to build clear, effective self-help and educational resources that empower users and drive measurable impact. You will not only maintain our knowledge bases but also pioneer new ways to leverage AI for content optimization and strategic decision-making. This is an opportunity to build the future of AI-driven knowledge management at a fast-growing company, fostering a culture of continuous learning and innovation.

Here’s what you’ll do day-to-day:

• AI-Powered Content Creation & Optimization:
• Utilize AI tools to generate, edit, and optimize articles for Gusto's Internal Knowledge Base (IKB) and Help Center, ensuring a high standard of accuracy, clarity, and accessibility.
• Develop and implement prompts for AI content generators to produce high-quality, on-brand content.
• Continuously experiment with new AI tools and techniques to improve content quality and efficiency.
• Content Workflow Automation:
• Design, implement, and manage an AI-powered content workflow to automate content creation, review, and publishing processes.
• Collaborate with engineering and product teams to integrate AI tools with our existing content management systems.
• AI-Driven Content Strategy & Analysis:
• Leverage AI to analyze customer and advocate feedback at scale, identifying trends, sentiment, and opportunities for content improvement.
• Use AI-powered analytics to monitor content KPIs, generate insights, and make data-driven recommendations to enhance user engagement and impact.
• Cross-Functional Collaboration:
• Partner with internal teams—including marketing, product, and engineering—to align on AI content goals, resolve challenges, and maintain consistent messaging.
• Product & User Insights:
• Participate in product test-fests and use AI tools to analyze user behavior, providing actionable feedback and content recommendations to product teams.

Here’s what we're looking for:

• AI Expertise & Content Generation:
• Advanced AI Tool Proficiency: Demonstrable experience using a variety of generative AI tools for content creation, editing, and optimization (e.g., ChatGPT, Claude, etc).
• Expert Prompt Engineering: Deep understanding of prompt engineering, including advanced techniques like vibe coding and contextual prompt design to effectively guide AI in generating high-quality, on-brand, and nuanced content.
• AI-Powered Analytics: Familiarity with AI-driven analytics and SEO tools to measure content performance and extract actionable insights.
• Technical Aptitude:
• Experience with content management systems (CMS) and a willingness to learn and adapt to new technologies.
• Basic understanding of HTML and markdown.
• Exceptional Writing & Communication Skills:
• Proven ability to create clear, accurate, and engaging content.
• Skilled in crafting concise, customer-friendly copy.
• 8+ years of experience in writing customer-facing and employee-facing communications, preferably in a SaaS or tech environment.
• Data Analysis & Strategic Thinking:
• Proficient in analyzing content performance data and using insights to drive strategy.
• Ability to think critically and solve problems in a fast-paced, ambiguous environment.
• Project Management:
• Experienced in managing multiple projects, prioritizing effectively, and collaborating with stakeholders.
• Learner Mindset:
• A passion for learning and a strong desire to stay at the forefront of AI and content technology.