AI Support & Knowledge Manager (m/f/d)

🎤 Why voize? Because we’re more than just a job!

At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people.

We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,100+ care facilities trust voize, and over 75,000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs.

As a fast-growing team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission!

💡 Your Mission: Own AI Support performance and continuous improvement

As AI Support & Knowledge Manager, you will be the single accountable owner for voize's AI support performance across Intercom (including Fin), our help content, and our internal tools. You'll own the full improvement loop: measure support performance, fix knowledge and behavior, improve conversation flows, and expand safe automations. You'll ensure our AI delivers consistent, accurate customer experiences while continuously evolving our support operation to be scalable and future-proof.

🚀 Your Daily Business – No two days are alike

• Monitor and optimize AI performance by spotting patterns in AI and human-assist conversations, tracking failure modes, confusion clusters, and quality drift, then triaging issues like a product backlog

• Build AI-ready knowledge by creating and maintaining support content that enables Fin to answer accurately and consistently, reducing knowledge debt and structuring content for AI consumption

• Design clear, trustworthy conversations by defining voize's AI voice and interaction style, refining high-value conversation flows, and ensuring smooth handoffs to human agents

• Create safe automations by building workflows that let AI complete tasks beyond answering questions, partnering with Product and Engineering to expand automation coverage

• Own AI support KPIs including AI resolution rate, deflection, CSAT, escalation rate, and time saved, with clear reporting and a weekly review cadence

🤝 Your Skillset – What you bring to the table

• Proven experience improving support systems end-to-end (Support Ops, CX systems, knowledge programs, automation, or similar)

• Strong analytical skills - you're comfortable working from conversation data, patterns, and operational metrics

• Excellent writing and information design skills - you can turn messy tribal knowledge into crisp, testable procedures

• Comfortable collaborating with Engineering and Product on tooling, integrations, and safe system behavior

• High ownership mindset - you can be accountable without becoming a bottleneck

🎯 Our Success Mindset - How we work at voize

• Resilience is one of your strengths - you see challenges as opportunities, not obstacles

• Iterative working suits you - you test, learn, and improve constantly instead of waiting for perfection

• You value open communication and constructive feedback - and contribute to a positive team culture

🌱 Growing together – what you can expect at voize

• We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care

• We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany

• Become a co-creator of our success with stock options

• Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible

• You decide when you work best, that means flexible working hours and a good hybrid set-up.

✨ Ready to talk? Apply now! 🚀

We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!