4 jobs in CallRail

Job Description

The Position

CallRail is looking for a Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients. You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention.

• Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams
• Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases
• Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption
• CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement
• Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality

• Lead, coach, and develop a team of three specialists across technical writing, training, and QA
• Define and execute a training and enablement strategy that scales alongside product and team growth
• Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction
• Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence
• Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding)
• Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows
• Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors
• Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior
• Develop mechanism and scorecards to evaluate the accuracy and quality of AI support responses, identify knowledge and training gaps that create deflection failures to drive improvement.
• Stay current on AI support tooling trends and proactively recommend improvements to CallRail's AI-assisted support architecture
• Build and embed customer-centric training tracks that deepen support specialists'' understanding of marketing attribution - including call tracking, source attribution, and how CallRail data informs customer business decisions
• Partner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader CallRail value story

• 6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines
• 2+ years managing cross-functional initiatives with either direct or indirect management experience
• Experience with AI support tooling and how content structure affects AI performance
• Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred
• Demonstrated experience building documentation or training programs at a SaaS company
  Hands-on experience configuring or prompting AI support agents
• Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis
• Familiarity with the CallRail product or call tracking / conversation intelligence category
• Background in instructional design, learning principles, or formal QA methodology
• Working knowledge of the broader CX tech stack: Zendesk, Asana

• Exceptional written communication and strong analytical mindset
• Cross-functional relationship builder with proven ability to influence without authority
• Highly organized with experience managing concurrent projects and tight timelines
• Genuine customer empathy and a desire to shift teams from task completion toward customer outcomes
• Curiosity about AI-assisted support and a genuine desire to build for both human and automated consumers of content

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.

Learn more:

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Continuous adoption of AI technologies is essential to this role. You will be expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.

CallRail is looking for an Atlanta-based Senior Software Engineer to help accelerate the growth and product development of our platform. We’re looking for someone with experience in server‑side web application development (preferably in Ruby on Rails), and some level of comfort occasionally working in the frontend (preferably in Angular).

• Deliver incredible products. You’ll work from product strategy and customer context to define and scope your own work. We expect you to close the loop between engineering and outcomes – not just ship features, but reason about whether you’re building the right thing. You’ll help contribute to this platform as a product‑minded Engineer focused on delivering the best products possible.
• Collaborate. We collaborate with other Engineers, Product Managers, and business stakeholders, as equals, to provide optimal production services to our customers.
• Help Embody and Drive an AI‑forward Culture. We believe in AI as a tool engineers can leverage to not only build software faster, but enable experimentation, widen an individual’s impact, and enable quicker decision making. We’ll look to you to actively help move this culture forward.
• Communicate well. You’ll explain your work clearly to team members, and seek feedback to build a codebase we all enjoy contributing to. You’ll keep engineering leadership apprised of important developments on your team, and areas needing attention when appropriate.
• Be a good teammate. You’ll be helpful, open‑minded, respectful, and collaborative. You’ll support your teammates and challenge them to do their best work.
• Learn. Regardless of your level of experience or seniority, you'll work to improve your skills and learn more about our customers and their needs.

We require all of the things in the previous section. Beyond that, there are a handful of things that will make you a better fit. We’ll still consider candidates who don't check all of these boxes.

If you've got analogous experience or a track record of being able to pick things up quickly, please tell us!

Experience with the following would be helpful:

• Building web applications with an MVC framework (especially Ruby on Rails)
• Use agentic coding tools (most of us use Claude) as a primary part of your workflow, not an occasional assist. You've built things with AI you couldn't have shipped alone.
• Contributions to the software development life cycle that go beyond just writing the code
• Writing unit tests to ensure good code quality and sufficient coverage.
• Reviewing code in a way that empowers your teammates while improving our codebase.
• Refactoring systems to perform well at scale while still being readable and easy to maintain.
• Mentoring and coaching other engineers.

• Ruby, Rails, Sidekiq, and Rspec
• Aurora, Redis, and Kubernetes (EKS)

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in‑office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

We understand both the value of collaborating in person as well as the benefit of working remotely to focus or support personal or family needs. We are offering this role to Atlanta‑based engineers to build a collaborative presence locally, but also work as a hybrid culture to afford everyone the personal flexibility needed.

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity‑seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use ("For example — she/her/hers, he/him/his, they/them/theirs, etc").

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CallRail is seeking a Senior Software Engineer based in Atlanta to enhance product development and the growth of their platform. The ideal candidate will have experience in server-side web application development, especially with Ruby on Rails, and will be comfortable occasionally working on the frontend.

You will deliver exceptional products, collaborate with teams, and embody an AI-forward culture. The position offers a hybrid work environment and various benefits including healthcare, educational allowances, and stock options.