Job Description

Job Category:

Solution Delivery

Job Types:

Full Time

Job Locations:

Mysore/Bangalore/Remote

About Unilog

----------------



Unilog is the only connected product content and eCommerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship CX1 Platform is at the center of some of the most successful digital transformations in North America. CX1 Platform's syndicated product content, integrated eCommerce storefront, and automated PIM tool simplify our customers' path to success in the digital marketplace.



With more than 500 customers, Unilog is uniquely positioned as the leader in eCommerce and product content for Wholesale distribution, manufacturing, and specialty retail.

Unilog's Mission Statement

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At Unilog, our mission is to provide purpose-built connected product content and eCommerce solutions that empower our customers to succeed in the face of intense competition. By virtue of living our mission, we are able to transform the way Wholesale Distributors, Manufacturers, and Specialty Retailers go to market. We help our customers extend a digital version of their business and accelerate their growth.

Designation:- Knowledge Manager

Location:

Bangalore/Mysore/Remote

Job Type:

Full-time

Department:

Solution Delivery

About the Role

------------------



We are looking for an experienced

Knowledge Manager

with strong

technical writing skills

to create and manage our product knowledge base, FAQs, and AI-driven support content. This role will directly contribute to the success of our

AI agentic L1 support systems

, enabling up to

60% case resolution through automation and self-service

. The ideal candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge leader.

Key Responsibilities

------------------------

Knowledge Base & Documentation:

Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner.

Technical Writing Excellence:

Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users.

AI Agent Enablement:

Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates.

Content Governance:

Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control.

Customer Query Analysis:

Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection.

Collaboration:

Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates.

Performance Tracking:

Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption

.

Required Qualifications

---------------------------


5-7 years of experience in

knowledge management, technical writing, or product support documentation

. Proven ability to

write, edit, and organize technical content

for diverse audiences. Strong working knowledge of

Freshworks AI (Freddy AI, bots, automation)

or similar AI-driven CX platforms. Familiarity with

information architecture, content structuring, and taxonomy design

. Analytical ability to derive insights from customer queries and translate them into clear, actionable documentation. Excellent written and verbal communication with meticulous attention to detail.

Preferred Qualifications

----------------------------


Experience in

technical writing tools

(Confluence, Notion, or similar). Exposure to

agentic AI workflows

and conversational AI content optimization. Familiarity with

multilingual documentation

and global content delivery. Background in SaaS, product-based, or technology-driven organizations.

Why Join Us?

----------------


Be at the forefront of

AI-powered customer experience and documentation strategy

. Directly impact

support efficiency, customer satisfaction, and self-service adoption

. Work in a collaborative, innovative, and growth-focused environment. Competitive compensation, benefits, and a culture of continuous learning.

About our Benefits:

-----------------------



Unilog offers a competitive total rewards package including competitive salary, multiple medical, dental, and vision plans to meet all our employees' needs, career development, advancement opportunities, annual merit, a generous time-off policy, and a flexible work environment.



Unilog is committed to building the best team and we are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, creed, ancestry, sex, national origin, age, disability, familial status, marital status, military status, veteran status, sexual orientation, gender identity, or expression, or any other protected class.