Note: The job is a remote job and is open to candidates in USA. Alpine IQ is a company focused on transforming customer data into measurable outcomes through a suite of tools. The AI Knowledge Designer will optimize the customer support experience by managing AI interactions and documentation, ensuring clarity and alignment with customer success goals.
Responsibilities
- Design, implement, and continuously refine conversational flows within our AI chatbot to deliver accurate, natural, and brand-aligned responses
- Analyze AI conversation data to identify gaps, inaccuracies, and opportunities for improvement
- Partner with Support leadership to prioritize AI content updates based on product changes and customer needs
- Collaborate on testing and launching new automation features, triggers, and intents
- Create, maintain, and optimize customer-facing documentation, FAQs, and help articles to drive self-service success
- Ensure all content reflects Alpine IQ’s tone, accuracy standards, and compliance requirements
- Collaborate with Product, Engineering, and Customer Success teams to keep documentation current following releases and updates
- Establish and maintain structured content standards to ensure consistency and usability
- Track and analyze automation metrics including deflection rate, resolution accuracy, escalation trends, and CSAT
- Translate data insights into actionable improvements for AI behavior and documentation quality
- Contribute to internal process documentation that improves knowledge sharing and system reliability
- Work closely with Human Support, Product, and Engineering teams to align AI and human support workflows
- Partner with Customer Education and Marketing to ensure documentation supports onboarding, adoption, and retention
- Participate in feedback loops to ensure AI and documentation reflect real customer challenges
Skills
- 1+ years of experience in conversational design, technical writing, or knowledge management within a SaaS or technology environment
- Hands-on experience with Intercom's FIN AI or similar AI-powered customer support tools
- Strong understanding of customer support operations, tone design, and documentation best practices
- Excellent written and verbal communication skills with a focus on clarity and usability
- Ability to interpret data and translate insights into meaningful improvements
- Comfort working in a fast-paced, fully remote, and data-driven environment
- Experience with prompt engineering, chatbot training, or AI system tuning
- Familiarity with regulated or compliance-driven industries
- Background in UX writing or product content strategy
- Experience using tools such as Archbee, Intercom Knowledge Center, or Zendesk Help Center
- Basic understanding of analytics tools and performance reporting
Benefits
- Medical, Dental, Vision, and ancillary benefits
- 401(k) Company Match
- Flexible Time Off
- Home Office Benefit
- Paid Parental Leave
- Virtual Events
- Company Laptop
- And More!
Company Overview
AIQ powers seamless customer loyalty and engagement. It was founded in 2019, and is headquartered in Broomfield, Colorado, USA, with a workforce of 51-200 employees. Its website is https://aiq.com/.
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