Learning and Development Specialist managing internal learning programs for Priceline. Facilitating training experiences while promoting employee growth and development on a global scale.
About the role
- Customer Care Knowledge Manager overseeing knowledge management and AI systems at Numan. Critical role in transforming customer care into hybrid human + AI operation.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- Share options.
- 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan).
- Health insurance with Vitality.
- Enhanced maternity and parental leave.
- Nursery benefit provided by YellowNest.
- Employee assistance programme (access to therapy, financial planning and discounts).
- Generous pension (includes both employee and employer contributions).
- Flexible working options, including a dog-friendly office in Farringdon.
- Personal training and development budget via Learnerbly.
- Wellhub membership, giving you access to over 2,000 locations in the UK.
- Cycle to work scheme.
- Season ticket loan.
- Discount on Numan products for your friends and family.
- Paid volunteering days.
- An additional 2 weeks off once you reach your 5th anniversary with Numan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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