About Us
HiBob is a global HR platform used by more than 5,000 multinational companies, including Monzo, Dott, Kahoot, Fiverr, and Octopus Energy. Our intuitive, data driven platform is built for how people work today: globally, remotely, and collaboratively. Since 2015, we have achieved consecutive triple digit year over year growth, powered by an exceptional team of Bobbers around the world.
Come and be you with us At HiBob, we want you to bring all parts of yourself to work. We embrace diversity and encourage you to be your best self.

• 2+ years of experience in CX, Support Operations, Knowledge Management, or similar roles
• Hands-on experience managing or supporting chatbot flows, intents, or AI automation tools (Zendesk/ Ultimate preferred)
• Experience working with structured knowledge bases (Help Center, Community, internal KB)
• Strong analytical skills — able to review data and translate insights into improvements
• Organized and detail-oriented, with a governance mindset
• Strong written and verbal English communication skills
• Comfortable working cross-functionally
• Passionate about AI and building scalable customer experiences

We’re looking for a structured, tech-savvy CX Knowledge & AI Chatbot Manager to join the CX Delivery team.
This role sits at the intersection of AI chatbot operations, knowledge management, and CX delivery. You’ll primarily own and optimize Support AI Agent (chatbot) and help strengthen the knowledge and content ecosystem that powers both AI and human support.
We’re looking for someone with hands-on experience in chatbot management and knowledge systems — not just general CX experience. You should be comfortable working with chatbot flows, intents, and automation logic, as well as structured Help Center or Community content.
This is not a writing-heavy role. It’s an enablement role focused on connecting knowledge sources, improving automation performance, and scaling self-service intelligently. In addition to chatbot and knowledge ownership, you may also contribute to broader CX Delivery initiatives such as workflow improvements, automation projects, and operational enhancements as business needs evolve.

AI & Chatbot Management (Primary Focus)

• Configure, maintain, and optimize the AI chatbot (Zendesk AI Agent)
• Manage chatbot instructions, use cases, workflows, intents, and data sources
• Review conversations to identify gaps, fallback patterns, and improvement opportunities
• Monitor performance metrics (deflection, customer experience, CSAT/BSAT, routing accuracy)
• Ensure alignment between AI logic, tone of voice, and product updates

Knowledge / Content Governance (Primary Focus)

• Maintain knowledge structure and taxonomy across Help Center, Community, and AI knowledge layers
• Ensure synchronization between customer-facing content, agent knowledge, and chatbot use cases
• Identify content gaps using ticket trends and AI insights
• Collaborate with CX and Product enablement stakeholders to maintain accuracy and clarity

Continuous Improvement & CX Delivery Support

• Turn AI and support insights into structured improvements
• Support automation and workflow optimization initiatives
• Contribute to scalable CX Delivery project and various, team objectives, goals and tasks as needed

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Success Looks Like

• Chatbot experiences are accurate, well-maintained, and continuously improving
• AI performance improves through structured knowledge alignment
• Knowledge content is unified, searchable, and up to date
• Automation reduces support load while maintaining strong customer experience
• CX Delivery initiatives scale efficiently and predictably