Role Description The CXO AI Service Excellence & Operations team sits at the heart of BILL’s next-generation customer support experience, designing intelligent, AI-enabled journeys that help small and midsize businesses move money with confidence. As the Senior Manager, AI-First Self-Service Content & Knowledge, you will own the strategy and execution of our global knowledge ecosystem—the foundational “neural network” that powers the BILL Assistant and our AI Agent Assist tools. You’ll transform legacy documentation into an AI-optimized, Retrieval-Augmented Generation (RAG) environment that delivers fast, accurate, and trustworthy answers for customers and service representatives. This is a highly visible leadership role for a builder who thrives at the intersection of customer experience, artificial intelligence, and content governance. - Own and execute the end-to-end strategy for BILL’s dual-surface knowledge ecosystem across the customer-facing AI Support Agent, Help Center, and internal AI Agent Assist experiences. - Architect and continuously refine AI-ready content structures (including semantic chunking, templates, and conversational patterns) to maximize LLM ingestion quality, RAG performance, and semantic search effectiveness. - Design and govern enterprise knowledge taxonomies, metadata standards, and content lifecycle processes to reduce duplication, prevent hallucinations, and ensure content is accurate, highly personalized, compliant, and trustworthy. - Implement and mature GenAI-assisted Knowledge-Centered Service (KCS) practices so knowledge capture, curation, and enrichment become a natural byproduct of every customer interaction. - Define, monitor, and act on a robust KPI framework (e.g., AI containment, first-contact resolution, CSAT/NPS, handle time, and content health) to drive continuous improvement in self-service and assisted-service outcomes. - Orchestrate cross-functional alignment with Service Systems & Tools, IT, Product, and CX leadership to embed knowledge flows directly into platforms and ensure new products, features, and AI “transaction agents” launch with fully pre-ingested, production-ready knowledge. - Lead and develop a high-performing team of knowledge specialists and content designers, fostering a values-driven culture that is humble, authentic, passionate, accountable, and fun. Qualifications - 10+ years of proven leadership experience in content strategy, digital self-service, or customer experience operations, with a minimum of 3+ years specifically directing enterprise Knowledge Management strategy in a fast-paced SaaS or FinTech environment. - Proven track record of implementing generative AI concepts and tooling at scale, including hands-on experience deploying RAG architectures, LLM optimization, semantic search, and designing content specifically for AI and agent assist use cases. - Demonstrated success designing and managing enterprise-level knowledge taxonomies, metadata models, content chunking strategies, and governance frameworks that ensure accuracy, consistency, and compliance. - Subject matter expertise in KCS principles with prior ownership of embedding knowledge capture and reuse into frontline workflows, specifically within AI-assisted or automation-rich environments. - Demonstrated ability to lead cross-functional initiatives and teams—setting a clear vision, driving change management, communicating effectively at all levels, and using data and experimentation to prioritize and make decisions. Requirements - Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) - HSA & FSA accounts - Life Insurance, Long & Short-term disability coverage - Employee Assistance Program (EAP) - 11+ Observed holidays and wellness days and flexible time off - Employee Stock Purchase Program with employee discounts - Wellness & Fitness initiatives - Employee recognition and referral programs - And much more

• Build and manage the content plan for Sarmad and Thamar • Write LinkedIn content, website copy, articles, case studies, sales collateral, and thought leadership pieces • Turn product, market, and leadership insights into clear content • Support product launches, announcements, PR, and campaign communication • Work closely with product marketing, design, sales, product, and leadership • Maintain a consistent tone of voice across Sarmad and Thamar

Role Description - Build and manage the content plan for Sarmad and Thamar - Write LinkedIn content, website copy, articles, case studies, sales collateral, and thought leadership pieces - Turn product, market, and leadership insights into clear content - Support product launches, announcements, PR, and campaign communication - Work closely with product marketing, design, sales, product, and leadership - Maintain a consistent tone of voice across Sarmad and Thamar Qualifications - 5+ years of experience in B2B content strategy, fintech content, financial services content, investment technology content, or banking content - Experience writing for senior B2B audiences - Ability to simplify complex products without making the message generic - Strong editing and content planning skills - Portfolio or writing samples are required Requirements - Applications without relevant B2B technology, fintech, banking, investment, or financial services experience will not be considered.

Title: Freelance Medical Content Coordinator (German) Location: Remote, United Kingdom Department: Revenue Operations Job Description: We’re Doctify Doctify is the global platform built by doctors for doctors, on a mission to build the largest, most trusted global network of validated healthcare providers and experts. We connect patients with the right doctors, and doctors with respected peers, to ensure better care worldwide. Through verified patient reviews and professional skill endorsements, Doctify creates unmatched credibility for providers and empowers patients to choose care with confidence. Founded in 2015 and backed by $30m+ in funding, Doctify operates across 7 countries. We are uniting the global healthcare community, one trusted connection at a time. We do things differently here at Doctify, we are boldly leading a digital revolution in healthcare and are confident in our mission. About The Role Location: Remote, UK Employment Type: Up to 5 - 10 hours per month, depending on business requirements We’re looking for a Freelance Medical Content Coordinator (German) to join our operations team on a freelance basis. You will be responsible for the addition of new and maintenance of existing medical terminology and specialities to the Doctify platform, as well as related governing bodies. The role includes researching medical professionals and clinics and owning the approval process for each new request for medical terminology to be added to the Doctify platform within the existing keyword hierarchy. Requests will arrive on an ad hoc basis and will require researching and assessing these requests based on suitability for the Doctify platform. You will be working on our German and Austrian markets. You will use your understanding of medical terminology to prioritise decisions and in some instances suggest outcomes to our independent Clinical Governance Committee if a request requires further approval/agreement. You’ll be responsible for - Occasionally attending clinical governance meetings and presenting findings on new medical terminology (up to 1 hour). - Working with a high volume of requests and prioritising these based on business needs - Making decisions and being able to provide answers to members of our commercial teams on these outcomes. - Researching medical professionals, including their professional background, medical association memberships, education, qualifications, and special interests to ascertain suitability. - This may also include researching entirely new top-level specialities, or governing bodies that do not already exist on the platform. About you - You will have full professional fluency in German and English, both verbal and written - You will have experience with medical terminology and ideally governing bodies within the DACH region - You will have the ability to work independently and manage time effectively - You will have excellent organisational and research skills - You will be a good team player who can work remotely effectively Our Commitment to DEIB Diversity, equity, inclusion and belonging aren’t just values. They’re at the core of what makes us Uniquely Doctify. These principles shape how we work, how we work, how we build our teams, how we design our policies, and how we bring our mission to life. As a global team, we know that diverse perspectives drive innovation and lead to better outcomes for patients, providers and each other. We’re committed to creating a fair, inclusive environment where everyone is heard, respected and empowered to thrive.