About us Carepod is a growing e-commerce brand focused on delivering a great customer experience at every step. We believe support should be fast, accurate, human, and scalable. We use AI to help our team work smarter, but we still care deeply about quality, clarity, and trust.About the role 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.What you’ll own Own and maintain the source of truth for support knowledge, product information, policies, and FAQsTrain, test, and improve Gorgias AI so responses are accurate, helpful, and on-brandReview AI-generated customer responses and build a QA process to catch issues earlyUpdate help center articles, FAQs, macros, and internal SOPs as products and policies changeWork with CX, product, operations, and marketing teams to keep information consistent across channelsHelp onboard and train support team members on tools, workflows, and knowledge resourcesIdentify repeated support issues and fix the root cause through better documentation, automation, or trainingTrack key metrics tied to AI quality, knowledge coverage, support accuracy, and team enablementWhat success looks like in the first 90 days Audit our current help center, macros, and Gorgias AI setupClean up the biggest knowledge gaps affecting customers and support agentsImprove AI response quality for our most common support questionsLaunch a simple QA process for AI responsesCreate a repeatable system for updating customer-facing and internal knowledge when the business changesMake it easier for team members to find the right answer fastWhat we’re looking for 3+ years in customer experience, CX operations, knowledge management, support enablement, or a similar roleHands-on experience with Gorgias, Zendesk, Intercom, or another support platformStrong writing and editing skillsExperience building or maintaining a help center, FAQ library, or internal knowledge baseComfortable reviewing support conversations and turning patterns into process improvementsStrong project management and cross-functional communication skillsHighly organized, detail-oriented, and able to turn messy information into clear guidanceAble to train people, not just toolsBonus points Experience in e-commerce, especially Shopify brandsExperience with AI support tools, automation, and QA workflowsExperience writing SOPs, training materials, or internal playbooksFamiliarity with product catalogs, product information, or merchandising workflowsWhy this role matters 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.How to apply 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?