AI & Knowledge Manager

EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience - from onboarding to ongoing support - is critical to our success. 

Role Overview 

EverPass is hiring an AI & Knowledge Manager to help build, launch, and continuously improve our AI-assisted customer support experience. This role will initially focus on using AI to support SMS/chat deflection for high-volume troubleshooting and setup contacts, especially during peak live-event periods, while also owning the knowledge structure that powers both AI and human support.  

This is a hands-on operational role responsible for configuring AI support workflows, maintaining accurate and usable knowledge content, monitoring performance, identifying failure points, and partnering cross-functionally to improve support scalability and customer experience. 

Key Responsibilities 

AI support automation 

• Configure, test, launch, and optimize AI-assisted support experiences, with initial focus on SMS/chat.
• Build and maintain intents, flows, prompts, response frameworks, fallback paths, and escalation logic.
• Partner with vendors and internal teams to ensure AI workflows reflect approved product, support, billing, hardware, and troubleshooting processes.
• Identify high-volume, repeatable contact drivers that are strong candidates for automation. 
• Monitor AI performance and make ongoing improvements based on real customer interactions.

Knowledge management 

• Own the structure, organization, and quality of the customer operations knowledge base.
• Translate product, setup, billing, troubleshooting, hardware, and support processes into clear, usable content.
• Establish knowledge governance, including content ownership, review cadence, update triggers, taxonomy, tagging, and approval workflows.
• Ensure AI and human support teams are working from accurate, current, and consistent information.
• Partner with Product and Support to keep knowledge aligned with product changes, launches, policies, and known issues.

Live-event readiness 

• Build AI and knowledge readiness plans for major live events.
• Prepare event-specific troubleshooting content, escalation paths, and known-issue workflows.
• Review AI and support performance after major events to identify gaps and improvements.
• Ensure customer-facing AI responses are accurate, clear, and appropriate during high-pressure support windows.

Quality and continuous improvement 

• Review AI conversations and support interactions to identify knowledge gaps, failed intents, unclear responses, and escalation issues.
• Refine AI behavior using real customer data and frontline feedback.
• Partner with Customer Support to improve answer quality, handoff quality, and resolution consistency.
• Balance automation with human support to protect customer experience.

Reporting and performance tracking 

• Track and report AI and knowledge performance metrics, including containment, resolution rate, escalation rate, fallback rate, repeat contact rate, CSAT, and knowledge effectiveness.
• Build practical reporting that helps prioritize improvements.
• Provide recommendations on where automation should expand, where it should pause, and where human support is still required.

Qualifications 

• 4-7 years of experience in Customer Experience, Support Operations, Knowledge Management, Support Automation, or related roles.
• Experience configuring or managing chatbots, AI support tools, automation workflows, or customer self-service platforms. 
• Experience building or maintaining a knowledge base.  
• Strong writing skills with the ability to turn complex processes into clear customer-facing and agent-facing content.
• Analytical mindset with experience using performance data to improve operations.  
• Strong cross-functional collaboration skills.
• Comfort working in a fast-moving environment where processes and ownership may still be maturing.

Preferred Qualifications  

• Experience with SMS, chat, or conversational support channels.
• Experience with AI support tools, virtual agents, LLM-based workflows, or prompt design.
• Experience with troubleshooting, hardware, streaming, SaaS, media, hospitality, or subscription-based support.
• Experience with Zendesk, Salesforce, Aircall, Lorikeet, or similar CX platforms.
• Experience preparing support operations for seasonal spikes, launches, or live-event volume. 

What Success Looks Like 

• Phase-one AI support launches before the target seasonal deadline with controlled scope and clear guardrails. 
• SMS/chat AI successfully deflects or resolves a meaningful share of repeatable troubleshooting/setup contacts.
• Customers receive accurate, fast, and clear answers without unnecessary escalation.
• Human support teams trust the knowledge base and use it consistently.
• Product/process changes are reflected quickly in AI and knowledge content. 
• AI performance improves over time through conversation review, reporting, and continuous optimization.
• Live-event support readiness improves through better content, workflows, and escalation paths 

Expected Compensation: The anticipated base salary range for a new hire into this position is $80,000 - $90,000 + bonus. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us:

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.

Benefits and Perks: 

• Competitive Compensation 
• Medical, dental, vision, life, and long-term and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days 
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role, you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application.

EverPass is an equal opportunity workplace and an affirmative-action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.