Sr. Manager, Knowledge Management & CX Enablement

The Position CallRail is looking for a Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients. You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention. Core Focus Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement Quality Assurance: Establishing QA frameworks to impr...