Knowledge Manager – AI-Driven Customer Care

Frontier Developments plc; Greater London; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A progressive health tech company in Greater London is seeking a Customer Care Knowledge Manager to lead knowledge management and AI integration in the Customer Care team. The role requires a strong background in customer service, familiarity with knowledge bases, and experience with AI tools. Responsibilities include ensuring accurate information access, driving automation improvements, and supporting the hybrid model of human and AI agents. Competitive benefits and a focus on employee development are offered.

Benefits

Share options

25 days holiday, increasing to 30

Health insurance with Vitality

Flexible working options

Employee assistance programme

Personal training and development budget

Cycle to work scheme

Paid volunteering days

Qualifications

• Experience in Customer Care, ideally as a Supervisor or Team Lead.
• Proven ownership of a knowledge base or support platform.
• Hands-on experience with AI-powered support tools.

Responsibilities

• Own Customer Care knowledge across tools and AI systems.
• Ensure accuracy and compliance of information for agents and AI.
• Drive improvements in automation and agent efficiency.

Skills

Customer Care Experience

Knowledge Management

AI tools experience

Analytical mindset

Detail-oriented

Tools

Intercom

Zendesk

HubSpot

Job description

A progressive health tech company in Greater London is seeking a Customer Care Knowledge Manager to lead knowledge management and AI integration in the Customer Care team. The role requires a strong background in customer service, familiarity with knowledge bases, and experience with AI tools. Responsibilities include ensuring accurate information access, driving automation improvements, and supporting the hybrid model of human and AI agents. Competitive benefits and a focus on employee development are offered.