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About the Company

Checkr develops a data-driven platform supporting safe and equitable decision-making trusted by over 140,000 companies and millions of users worldwide. Their AI verification solutions facilitate crucial life activities such as employment, housing, ride sharing, childcare, and dating. Clients include well-known firms like Uber, Airbnb, and Amazon. Recognized in the Forbes Cloud 100 2025 List and as a Y Combinator 2024 Breakthrough Company, Checkr's team is dedicated to solving complicated problems through innovative technology.

Role Overview

The Staff Knowledge Base Specialist serves as a senior individual contributor within Checkr's Shared Services division. This role involves ownership of complex, cross-departmental knowledge initiatives that enhance the accuracy and efficiency of both human and AI workers. The specialist designs and governs knowledge systems for clear, actionable human-facing content alongside optimized AI retrieval and decision-making architectures. This position demands a blend of technical writing precision, information architecture expertise, and proficiency with large language models and AI prompt engineering.

Key Responsibilities

Architect and optimize Checkr's knowledge systems, including content design, chunking techniques, metadata frameworks, and retrieval methods for human agents and AI consumers.
Independently lead multifaceted knowledge programs involving stakeholders across product, engineering, quality, and operations, managing programs from concept through delivery to measurable results.
Develop and maintain AI workforce agents to handle knowledge tasks like audits, metadata enhancement, quality assurance, and workflow triage; continuously refine AI agent prompts and controls for optimal performance.
Establish and uphold authoring standards that balance readability for frontline agents with structured precision for AI retrieval.
Design analytical processes, including AI-assisted triage, to identify knowledge deficiencies through escalation trends, quality metrics, and conversational failure analytics.
Proactively detect and address risks or gaps that may mislead agents, cause compliance concerns, or hinder AI performance, initiating corrective measures promptly.
Manage segmentation of knowledge content across different agent types, customer categories, product lines, and support workflows through metadata governance.
Collaborate with AI, product, and engineering teams to identify limitations impacting resolution quality and champion platform enhancements.
Leverage performance data to continuously enhance content standards, knowledge structure, and intake procedures.
Act as a trusted partner with Quality, Training, Service Design, and operations to translate frontline feedback into knowledge system improvements.
Mentor team members in best practices for authoring knowledge content that serves both human and AI agent requirements.

Qualifications and Experience

Minimum of five years in knowledge management, information architecture, technical writing, or related content operations with progressive responsibility.
At least two years dedicated to developing knowledge bases optimized for AI systems, including expertise in content segmentation, metadata design, and reducing AI hallucinations in RAG environments.
Experience crafting dual-purpose content for clear human consumption and precise AI processing.
Practical knowledge managing AI agents or automated workflows such as prompt chains or robotic process automation to scale operational tasks.
Proven leadership in driving cross-functional initiatives that align departmental and company-wide goals independently.
Fluency with leading large language models (e.g., GPT-4, Claude, Gemini) and familiarity with generative AI principles including retrieval augmented generation (RAG) and decision flow prompting.
Strong systems thinking capable of tracing knowledge gaps and procedural errors to downstream operational impacts.
Comfort with analyzing performance metrics like quality scores and latency logs to diagnose and remediate issues.
Demonstrated initiative in identifying risks and implementing process improvements to minimize recurrence.
Mentorship experience supporting junior staff growth; managing contractors is beneficial.
Excellent written communication skills tailored to agent audiences and technical stakeholders.
Preferred experience with Zendesk or Salesforce knowledge management tools as well as backgrounds in support operations or conversational design.
A proactive mindset with a drive for action, resilience in ambiguity, and ownership of meaningful results.

Additional Information

The role is based in Nashville, TN with up to 25% travel for team engagement at other offices including San Francisco and Denver. Checkr promotes in-office collaboration and offers benefits like a fast-paced culture, learning budgets, competitive salary and equity, full medical coverage, fertility and parental support reimbursements, flexible PTO, and wellness stipends. The company encourages workforce diversity and supports equitable employment considering backgrounds affected by the justice system. The salary range for this position in Nashville is between 104000 and 130000 USD annually. Verified communications will only come from official company domains.

Staff Knowledge Base Specialist