The FAQ/Knowledge Base Architect turns common support questions into clear, reusable answers. It connects customer inquiries with existing resources, highlights gaps where new content is needed, and helps build a structured self-service library. Over time, it ensures your knowledge base grows around what customers actually ask, reducing repetitive support and improving customer experience.

Skills: Intent recognition and query analysis (identify underlying themes in inbound questions)Mapping support inquiries to existing documentation or FAQsKnowledge gap detection - flagging questions not yet covered in the knowledge baseKnowledge base structuring and tagging (e.g., categories, keywords, versioning)Content suggestion and routing to Knowledge Base Managers or writersFamiliarity with support and documentation platforms (e.g., Zendesk Guide, Notion, GrandCentr.al, Rave Retailer, S98.ai)Workflow automation for flagging, tagging, and logging repeated questionsCollaboration with support and content teams to align help materials with actual user needs

Agents | Customer Service and Support Agents