Help Center & AI Manager, Numan

• This role is ideal for someone in Customer Care who's ready to specialize in knowledge management and AI tools, or a current Team Lead looking to move into a specialist function
• Has experience in Customer Care, ideally as a Supervisor or Team Lead
• Has owned or managed a knowledge base, help centre, or support platform (Intercom preferred; Zendesk, HubSpot, or similar also welcome)
• Has hands-on experience with AI-powered support tools (AI agents, copilots, automation workflows)
• Brings an AI-first mindset — curious, analytical, and excited about improving systems
• Understands how automation and integrations work (API awareness is a strong plus)
• Is comfortable owning a high-impact, high-visibility function
• Thrives in a scale-up environment where pace and change are constants
• Is detail-oriented, patient-first, and committed to quality and safety
• Interest in the future of AI, automation, and platform ownership within Customer Care

Desirable

• We’re looking for a Customer Care Knowledge Manager to own and evolve the knowledge and AI systems that power Numan’s Customer Care experience
• This role is critical to scaling safely and efficiently
• You’ll ensure that both our human agents and AI tools are always working from accurate, up-to-date, and structured knowledge
• This is a strategic individual contributor role at Team Lead level, with significant ownership across Customer Care, Product, and Platform teams
• The single owner of Customer Care knowledge across internal tools, public Help Centre, and AI systems
• Ensuring agents and AI always have access to accurate, current, and compliant information
• Driving improvements in automation, resolution rates, and agent efficiency
• Leading the AI improvement cycle: Analyse → Train → Test → Deploy
• Auditing and quality-checking AI responses to maintain safety and patient trust
• Optimising tools like Fin Copilot to support faster, higher-quality agent responses
• Keeping macros and snippets clean, relevant, and effective
• Working cross-functionally to support new AI capabilities and system integrations
• Operating comfortably in a fast-moving environment where knowledge and priorities evolve daily