Knowledge Base & AI Leadership

About the area:

We are looking for someone to lead the Knowledge Base front. This is an opportunity to lead an area that is at the center of customer service transformation: connecting knowledge, customer experience, and Artificial Intelligence.

It is a position with transversal action between Customer Service, Operations, Product, and BTG's AI fronts.

The main challenge of the position will be to ensure that the knowledge used in different service channels is reliable, updated, easy to consume, and prepared to scale, both for people and for BTG's AI solutions. Additionally, the person we are looking for will play an important role in evolving the maturity of the area, helping to make it increasingly data-driven, automated, and powered by artificial intelligence.

More than managing a content hub, we are looking for a leader capable of helping to build a smarter, more scalable knowledge operation that is prepared for the future.

In your day-to-day:

Lead and develop the Knowledge Base team;

Organize priorities, backlog, and the area's main deliverables;

Ensure the quality, updating, and governance of the content used in customer service;

Structure processes and standards for the creation, review, and maintenance of the bases;

Evolve the transformation of legacy content, originally produced for humans, into content suitable for consumption by Artificial Intelligence (RAG, agents, copilots, and other AI applications);

Work in partnership with Product, Technology, Data, Customer Service, and business areas in the evolution of AI solutions;

Monitor indicators of coverage, quality, and response accuracy;

Identify knowledge gaps from interactions and service data, creating structured corrective plans;

Introduce AI, automations, and productivity tools into the content production and maintenance process;

Ensure a structured process for communicating changes in products, rules, and procedures;

What we expect from you:

Experience with team leadership;

Experience in operations, customer service, processes, product, or Knowledge Management;

Strong capacity for organization, prioritization, and execution;

Analytical profile and data orientation;

Ease of working with different areas and stakeholders;

Ability to structure complex problems and transform them into action plans;

Familiarity with applied Artificial Intelligence;

Knowledge of concepts such as AI agents, RAG, LLMs, and automation (no need for a technical profile, but a good understanding of the concepts is required);

Continuous improvement, simplification, and automation mindset;

Experience with Knowledge Base tools (Confluence, SharePoint, Salesforce, or similar);

Proficiency in Microsoft Office, especially Excel and PowerPoint;

Advanced/fluent English and/or Spanish;

Differentials:

Experience with knowledge bases for customer service or self-service;

Experience with chatbots, copilots, AI agents, or LLM-based solutions;

Experience in content management for AI;

Experience in high-speed and transformative environments;

Knowledge of the Monday tool;

Benefits:

Profit Sharing (PLR);

Meal and Food Allowance;

Medical Plan;

Dental Plan;

Daycare/Babysitter Allowance;

Transportation Voucher;

WellHub;

TotalPass;

Employee Assistance Program (EAP);

Optional plans such as Private Pension and Life Insurance;

Pharmacy Discount;

Nutrition Program;

Pregnancy Program;

Extended Maternity and Paternity Leave – Citizen Company;