Senior CX Content & Knowledge Associate (AI Vertical)

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
London, UK
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£50,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Content Design Customer Experience Knowledge Management AI Tools Information Architecture Cross-functional Collaboration Content Optimization

FULL DESCRIPTION

Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join.

What You’ll Be Doing:

  • Own the App & FAQ section of the Help Centre end-to-end — information architecture, discoverability, article quality, and continuous improvement
  • Write, refine, and maintain content that helps customers self-serve confidently — with clarity, empathy, and strong support outcomes
  • Put lightweight governance in place to keep content accurate as the product evolves (owners, review cycles, verification rules, change alerts)
  • Make knowledge AI-ready — structure and maintain knowledge so our AI tools can retrieve and return fast, accurate answers
  • Use feedback loops (search terms, contact drivers, article ratings, AI escalations, agent feedback) to spot gaps and prioritise the highest-impact wins

What You’ll Bring To The Team:

  • 2+ years experience optimising content for CX with proven ownership of customer-facing knowledge bases/assets including overall information architecture and style guidelines
  • Experience using knowledge tools such as Intercom, Zendesk, Confluence or Guru and applying governance to keep this knowledge accurate over time
  • Strong content design skills, with the ability to simplify complex topics and anticipate where customers get stuck
  • A structured, detail-oriented mindset — you enjoy making knowledge more reliable, searchable, and easy to maintain
  • Strong cross-functional collaboration skills — you can partner closely with CX, Product, BD, and Engineering to keep knowledge aligned with the product and customer needs

Bonus Points If You Have:

  • Experience working directly with AI support tools such as Intercom Fin, Intercom Copilot, Guru
  • Experience guiding AI behaviour through knowledge (e.g., retrieval-friendly writing, taxonomy/tagging, evaluation/QA of AI answers)

Salary and Benefits

We’re offering a salary of £40,000 - £50,000 per year, depending on experience, plus participation in Strava's long-term incentive (stock) programs. Overview of our benefits is below: We’re also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the UK

  • Flexible working – we typically spend 3 days a week together in our Vauxhall office
  • ️ 25 days holiday, plus bank holidays
  • [Employer hidden — view at passion-project.co.uk] x Strava subscriptions for you and 3 of your friends (get ready to be your friends fave person or save them for xmas presents!)
  • Headspace membership
  • Money every year to spend on gear, events and the gym!
  • Private health insurance with Bupa and workplace pension scheme
  • Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
  • Carrot fertility support - this benefits provider can provide inclusive fertility, hormonal health, and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process.
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