iPostal1
Bot & Content Manager
in
Montebello
,
New York
We're i Postal1 and we're in growth mode!
This is an exciting time to join our team. Headquartered in New York, we are an established, cutting edge leader in the digital mailbox industry.
Full Time
Bot & Content Manager
Montebello, New York
iPostal1 and our parent company USZoom have been pioneering digital mailboxes and mailroom management software since 2007! Our network of digital mailbox locations is the largest and fastest growing with thousands of locations across the U.S. and abroad. We have the most mailbox features and the best customer satisfaction ratings of any digital mailbox provider. We are BBB accredited with an A+ rating.
Overview
We are looking for a Bot & Content Manager to own and optimize our knowledge management system and AI-driven chatbot solutions. This role ensures that employees, partners, and customers have easy access to accurate, up-to-date information while driving automation and self-service efficiencies.
Key Responsibilities:
Knowledge Base & Content Management
Develop, maintain, and optimize a centralized content management system to provide relevant and accessible information.
Regularly update and refine knowledge base articles, FAQs, and self-service resources to ensure accuracy and usefulness.
Implement and maintain content tagging and search optimization for ease of retrieval.
Establish and enforce content policies, ensuring high standards for accuracy, tone, and clarity.
Work cross-functionally with departments to verify information and resolve content discrepancies.
AI Chatbot Development & Optimization
Develop, configure, and maintain AI, Flow, and/or Answer chatbots to enhance customer, partner, and agent interactions.
Train chatbots to provide accurate, contextual, and automated responses, reducing reliance on live agents.
Analyze chatbot performance metrics and fine-tune natural language processing (NLP) models to improve efficiency.
Collaborate with IT and development teams to integrate the chatbot with internal systems and customer service platforms.
Monitoring, Reporting & Continuous Improvement
Track and report on knowledge base engagement, chatbot interactions, and self-service adoption.
Analyze data to identify content gaps, inefficiencies, and opportunities for automation.
Collect and incorporate feedback from employees, agents, and customers to enhance the knowledge base and bot interactions.
Stay informed on industry trends and best practices in AI, content management, and automation.
Training & Change Management
Provide training and support to employees and agents on how to effectively use the knowledge base and chatbot tools.
Advocate for knowledge-sharing best practices and drive internal adoption of self-service resources.
Ensure compliance with data security and governance policies in all knowledge-sharing initiatives.
Success Metrics
Increased self-service adoption and reduction in support ticket and chat volume.
Improved chatbot response accuracy and user satisfaction.
Efficient content updates that reflect a high-quality knowledge resource.
Higher internal adoption of knowledge tools by employees and agents.
Qualifications and Skills:
Ability to edit and proofread knowledge articles, chatbot responses, and support materials for accuracy and tone.
Excellent communication and collaboration skills to work across departments.
Strong technical proficiency in using and customizing software solutions to enhance knowledge management and chatbot performance.
Strong writing, editing, and formatting skills with experience in structuring content for clarity, engagement, and accessibility.
Ability to manage multiple projects and continuously optimize content and automation workflows.
iPostal1 is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information, or any other category protected by law.
Bot & Content Manager
in
Montebello
,
New York
We're i Postal1 and we're in growth mode!
This is an exciting time to join our team. Headquartered in New York, we are an established, cutting edge leader in the digital mailbox industry.
Full Time
Bot & Content Manager
Montebello, New York
iPostal1 and our parent company USZoom have been pioneering digital mailboxes and mailroom management software since 2007! Our network of digital mailbox locations is the largest and fastest growing with thousands of locations across the U.S. and abroad. We have the most mailbox features and the best customer satisfaction ratings of any digital mailbox provider. We are BBB accredited with an A+ rating.
Overview
We are looking for a Bot & Content Manager to own and optimize our knowledge management system and AI-driven chatbot solutions. This role ensures that employees, partners, and customers have easy access to accurate, up-to-date information while driving automation and self-service efficiencies.
Key Responsibilities:
Knowledge Base & Content Management
Develop, maintain, and optimize a centralized content management system to provide relevant and accessible information.
Regularly update and refine knowledge base articles, FAQs, and self-service resources to ensure accuracy and usefulness.
Implement and maintain content tagging and search optimization for ease of retrieval.
Establish and enforce content policies, ensuring high standards for accuracy, tone, and clarity.
Work cross-functionally with departments to verify information and resolve content discrepancies.
AI Chatbot Development & Optimization
Develop, configure, and maintain AI, Flow, and/or Answer chatbots to enhance customer, partner, and agent interactions.
Train chatbots to provide accurate, contextual, and automated responses, reducing reliance on live agents.
Analyze chatbot performance metrics and fine-tune natural language processing (NLP) models to improve efficiency.
Collaborate with IT and development teams to integrate the chatbot with internal systems and customer service platforms.
Monitoring, Reporting & Continuous Improvement
Track and report on knowledge base engagement, chatbot interactions, and self-service adoption.
Analyze data to identify content gaps, inefficiencies, and opportunities for automation.
Collect and incorporate feedback from employees, agents, and customers to enhance the knowledge base and bot interactions.
Stay informed on industry trends and best practices in AI, content management, and automation.
Training & Change Management
Provide training and support to employees and agents on how to effectively use the knowledge base and chatbot tools.
Advocate for knowledge-sharing best practices and drive internal adoption of self-service resources.
Ensure compliance with data security and governance policies in all knowledge-sharing initiatives.
Success Metrics
Increased self-service adoption and reduction in support ticket and chat volume.
Improved chatbot response accuracy and user satisfaction.
Efficient content updates that reflect a high-quality knowledge resource.
Higher internal adoption of knowledge tools by employees and agents.
Qualifications and Skills:
Ability to edit and proofread knowledge articles, chatbot responses, and support materials for accuracy and tone.
Excellent communication and collaboration skills to work across departments.
Strong technical proficiency in using and customizing software solutions to enhance knowledge management and chatbot performance.
Strong writing, editing, and formatting skills with experience in structuring content for clarity, engagement, and accessibility.
Ability to manage multiple projects and continuously optimize content and automation workflows.
iPostal1 is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information, or any other category protected by law.
Job ID: 469099040
Originally Posted on: 3/13/2025
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