CX AI & Knowledge Manager (Remote/Brazil) ( Job id: 22745456)

We are hiring a CX AI & Knowledge Manager to own the systems behind great support.

This person will manage our customer-facing knowledge, train and improve Gorgias AI , review and QA AI responses, keep our FAQ and help center up to date, and help train our team on the right processes and information.

You will be the person making sure our customers get accurate answers, our AI gets smarter over time, and our support team has the tools and guidance they need to do great work.

• Own and maintain the source of truth for support knowledge, product information, policies, and FAQs
• Train, test, and improve Gorgias AI so responses are accurate, helpful, and on-brand
• Review AI-generated customer responses and build a QA process to catch issues early
• Update help center articles, FAQs, macros, and internal SOPs as products and policies change
• Work with CX, product, operations, and marketing teams to keep information consistent across channels
• Help onboard and train support team members on tools, workflows, and knowledge resources
• Identify repeated support issues and fix the root cause through better documentation, automation, or training
• Track key metrics tied to AI quality, knowledge coverage, support accuracy, and team enablement

• Audit our current help center, macros, and Gorgias AI setup
• Clean up the biggest knowledge gaps affecting customers and support agents
• Improve AI response quality for our most common support questions
• Launch a simple QA process for AI responses
• Create a repeatable system for updating customer-facing and internal knowledge when the business changes
• Make it easier for team members to find the right answer fast

• 3+ years in customer experience, CX operations, knowledge management, support enablement, or a similar role
• Hands-on experience with Gorgias, Zendesk, Intercom, or another support platform
• Strong writing and editing skills
• Experience building or maintaining a help center, FAQ library, or internal knowledge base
• Comfortable reviewing support conversations and turning patterns into process improvements
• Strong project management and cross-functional communication skills
• Highly organized, detail-oriented, and able to turn messy information into clear guidance
• Able to train people, not just tools

• Experience in e-commerce, especially Shopify brands
• Experience with AI support tools, automation, and QA workflows
• Experience writing SOPs, training materials, or internal playbooks
• Familiarity with product catalogs, product information, or merchandising workflows

This role sits at the center of customer truth. When done well, it improves customer trust, reduces mistakes, helps the support team move faster, and makes AI genuinely useful.

Please apply with your resume and a short note answering these 3 questions:

• Tell us about a knowledge base, FAQ, or support system you improved.
• Tell us about a time you trained or improved an AI or automation workflow.
• How would you keep product information accurate across multiple teams?