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About the Role

Candis is seeking an individual to take ownership of their AI support agent's knowledge base. This role is crucial for improving customer experience by ensuring the AI agent has complete and up-to-date information, thereby increasing its resolution rate and reducing escalations. You will be responsible for managing and refining the knowledge content, optimizing AI responses, and building processes to maintain content accuracy.

Responsibilities

Manage and update the knowledge base for the AI support agent.
Determine when the AI agent should respond and when to escalate conversations.
Develop processes to ensure knowledge content remains current with product updates.
Collaborate with product teams, engineering, and sales.
Analyze support conversations to identify systemic issues.
Design and implement processes and Intercom workflows.
Build semi-automated, AI-powered content and support workflows.
Review and refine AI-generated suggestions.
Structure content libraries for both LLMs and human readers.
Collaborate with product and engineering teams.

Requirements

Ability to analyze chaotic conversations and identify root causes.
Systemic and process-oriented thinking to design sustainable workflows.
Empathy for customers to address issues at a systemic level.
AI-first approach to building and managing AI-driven content and workflows.
German language proficiency at C2 level.
Good English language skills.
Located in Berlin for hybrid or onsite work.

Skills

Analytical thinking
Systemic thinking
Process-oriented thinking
Customer empathy
AI-first approach
Knowledge Management
Content Management
Technical Writing
Intercom
LLM content structuring

Location

Berlin

Work Type

Hybrid
Onsite

Experience Level

Mid-level

About the Company

Candis is a growing fintech company operating in the accounting and bookkeeping sector.
The company aims to help businesses regain control of their invoice workflow through features like invoice collection, automated data entry, and account/payment allocation.
Candis offers a modern and intuitive app designed to improve workflows for all employees, not just accountants.
Their software empowers finance teams with financial insights, supports decision-making, and aids business growth.
Candis focuses on sustainability by reducing paper consumption in accounting.

Equal Opportunity

We value who you are and what motivates you – not the font size of your resume.
We know perfect candidates don't exist, so we'd love to learn more about you, even if not everything listed above applies to you!