[Remote] AI Knowledge Designer

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