AI & Knowledge Manager

EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience - from onboarding to ongoing support - is critical to our success. 

Role Overview 

EverPass is hiring an AI & Knowledge Manager to help build, launch, and continuously improve our AI-assisted customer support experience. This role will initially focus on using AI to support SMS/chat deflection for high-volume troubleshooting and setup contacts, especially during peak live-event periods, while also owning the knowledge structure that powers both AI and human support.  

This is a hands-on operational role responsible for configuring AI support workflows, maintaining accurate and usable knowledge content, monitoring performance, identifying failure points, and partnering cross-functionally to improve support scalability and customer experience. 

Key Responsibilities 

AI support automation 

• Configure, test, launch, and optimize AI-assisted support experiences, with initial focus on SMS/chat.
• Build and maintain intents, flows, prompts, response frameworks, fallback paths, and escalation logic.
• Partner with vendors and internal teams to ensure AI workflows reflect approved product, support, billing, hardware, and troubleshooting processes.
• Identify high-volume, repeatable contact drivers that are strong candidates for automation. 
• Monitor AI performance and make ongoing improvements based on real customer interactions.

Knowledge management 

• Own the structure, organization, and quality of the customer operations knowledge base.
• Translate product, setup, billing, troubleshooting, hardware, and support processes into clear, usable content.
• Establish knowledge governance, including content ownership, review cadence, update triggers, taxonomy, tagging, and approval workflows.
• Ensure AI and human support teams are working from accurate, current, and consistent information.
• Partner with Product and Support to keep knowledge aligned with product changes, launches, policies, and known issues.

Live-event readiness 

• Build AI and knowledge readiness plans for major live events.
• Prepare event-specific troubleshooting content, escalation paths, and known-issue workflows.
• Review AI and support performance after major events to identify gaps and improvements.
• Ensure customer-facing AI responses are accurate, clear, and appropriate during high-pressure support windows.

Quality and continuous improvement 

• Review AI conversations and support interactions to identify knowledge gaps, failed intents, unclear responses, and escalation issues.
• Refine AI behavior using real customer data and frontline feedback.
• Partner with Customer Support to improve answer quality, handoff quality, and resolution consistency.
• Balance automation with human support to protect customer experience.

Reporting and performance tracking 

• Track and report AI and knowledge performance metrics, including containment, resolution rate, escalation rate, fallback rate, repeat contact rate, CSAT, and knowledge effectiveness.
• Build practical reporting that helps prioritize improvements.
• Provide recommendations on where automation should expand, where it should pause, and where human support is still required.

Qualifications 

• 4-7 years of experience in Customer Experience, Support Operations, Knowledge Management, Support Automation, or related roles.
• Experience configuring or managing chatbots, AI support tools, automation workflows, or customer self-service platforms. 
• Experience building or mainta