Support Knowledge Manager

1 мес. назад

112k–168k USD / годСШАMiddleHybrid

content managementknowledge managementwritingediting

Manage and optimize support knowledge content and processes to improve member-facing support operations.

О компании

At , we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care. As the preferred partner to 60+ health plans, PBMs and other ecosystem partners, is available to over 20 million people across more than 2,800 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at.
Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
Modern life stipends: Manage your own learning and development.
Grow with us: Grow with us through discounted company stock through our ESPP with easy payroll deductions.

Обязанности

Join the team transforming how we support members by building the knowledge engine that powers both human specialists and AI.
As the Support Knowledge Manager, you will own the structure, quality, and day-to-day health of support knowledge. You will strengthen and scale our content operations program, create practical standards for how knowledge is written and maintained, and help teams keep information current as our products, services, and processes evolve. Your work will ensure our member-facing teams and the systems supporting them always retrieve the right information at the right time.
This is a hands-on role for someone who enjoys building new systems and repeatable processes. You will own and shape Support’s knowledge management program end to end, with the opportunity to establish the structure, standards, and cross-department partnerships that improve how our teams support members at scale.

Требования

You are an information architect who enjoys designing clear structures, ownership models, and content lifecycles.
You are a strong writer and editor who can turn complex information into clear, practical guidance.
You are an operator who can lead at all levels, make progress in ambiguity, and build workflows and processes that others can adopt.
You are a collaborative partner who can influence across teams and build trust without relying on formal authority.
You are curious, pragmatic, and motivated by improving the experience for members and the teams who support them.
3+ years of experience owning or managing knowledge, content, documentation, ideally for a support operations, customer service, or similar customer-facing department. Comfortable using content health and support data to prioritize work and measure success.
Experience managing content for multiple audiences and formats, such as internal support guidance, help center articles, process or policy documentation, and internal- and external-facing product guides.
Hands-on experience administering a knowledge base or content repository. Experience with tools such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or a comparable platform is valuable.
Bachelor’s degree in a related field (for example: Communications, Technical Writing, Information Science, Business) or equivalent practical experience.

Будет плюсом

Experience using AI tools to improve content workflows, such as drafting, localizing, updating, or reviewing content, with a willingness to continue learning as the tools evolve.
Experience supporting a technical SaaS, consumer technology, or other complex product.
Familiarity with customer support AI tools, virtual agents, search, AI-assisted knowledge workflows.
Familiarity with Knowledge-Centered Service (KCS) or a similar knowledge-management methodology.
Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval.
Experience working in healthcare, digital health, or a similar regulated environment.

Другое

Build a clear picture of our current support knowledge, including internal articles, help center content, macros and scripting, process and policy documentation, and product guides.
Define core content health measures and stand up a basic dashboard to create visibility into content coverage, consistency, freshness, utilization, and performance.
Define practical content standards and a review process, including clear owners, approval paths, and update and review timelines.
Improve the information architecture of our knowledge base, including taxonomy, labeling, metadata, templates, and content relationships.
Rewrite content so it is clear and useful for frontline specialists, AI systems, and other content consumers at .
Establish working relationships and feedback loops within Support Operations and with Quality, Product, Marketing/Brand, and other content owners and consumers across the company.
Operationalize a regular reporting cadence and use the measures to prioritize improvements, tracking indicators such as verification status, content age, time to publish, content utilization, and search coverage.
Create feedback loops with Support Operations (Service Delivery and Support Systems), Analytics, and Quality teams to identify improvement opportunities and turn recurring questions into prioritized content improvements.
Launch repeatable processes with partner teams for documenting launches, product changes, policy updates, and operational changes.
Own and continuously improve the support knowledge program, including its structure, standards, ownership model, review cadence, and performance reporting.
Optimize how content tools and AI-supported workflows work together, partnering with vendors, Product, and Engineering to understand performance and prioritize improvements that improve member support outcomes.
Improve the reliability of the information used by both specialists and AI, contributing to improvements in AI-supported resolutions, specialist productivity, ticket handle time, and CSAT.
Support content localization and scalable practices as expands into new markets.
Become a trusted partner to Support and cross-functional teams that create or maintain member-facing or internal-facing knowledge.
By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.
Beware of Phishing Attempts: We’ve noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We’ll never ask for financial details during the hiring process and only use “@ ” emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@.
Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@ " emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@.