СШАKnowledge Strategy, Senior Associate
1 мес. назад
СШАSeniorOnsite
knowledge managementaisupport ticketingdocumentation
Responsible for owning and improving knowledge systems strategy to support customer-facing help and internal knowledge management.
О компании
- At , we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.
- Housing : We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place.
- Healthcare : We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.
- With , organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.
Обязанности
- ships fast, and our knowledge systems need to keep up. We’ve built pipelines that turn support tickets into knowledge and product releases into documentation, along with an AI-powered knowledge surface used daily by Support and Solutions Engineering. Now, we need someone to own the strategy behind these systems and make them more useful as the company grows.
- You’ll own our customer-facing help center, internal knowledge experience, and the processes that keep both accurate and current. This role combines strong writing, systems thinking, AI tools, and cross-functional influence. You’ll work across Product, Engineering, Solutions, Support, and Implementation to turn what the organization knows into information people can easily find and use.
- This role sits on the Product Excellence team and reports to the Head of Product Excellence.
- Develop and own the strategy and roadmap for ’s external and internal knowledge experiences
- Own the coverage, structure, freshness, accuracy, and findability of our customer-facing help center
- Improve the internal knowledge hub and AI answer surface used by Support and Solutions Engineering
- Partner with technical teams to strengthen the workflows that turn support tickets, product releases, and lifecycle changes into reliable knowledge
- Define and track standards for knowledge quality, coverage, usage, and adoption
- Build repeatable processes that capture knowledge from Product Managers, engineers, Solutions Engineers, and Implementation leads while it is still fresh
- Use AI tools such as Cursor and Claude Code to design prompts, prototype workflows, and improve how knowledge is created and maintained
- Build trust across teams and make it easy for subject-matter experts to contribute without slowing them down
Требования
- Experience in knowledge strategy, content operations, product operations, or a related function
- Excellent writing skills, with the ability to turn complex technical information into clear, useful content
- Strong systems thinking and an instinct to solve recurring problems through scalable processes
- Comfort using AI tools, designing prompts, and building lightweight workflows
- Ability to work effectively across Product, Engineering, Solutions, Support, and Implementation without direct authority
- Strong judgment and the ability to earn trust with senior technical and operational stakeholders
- Experience getting structured, useful input from busy subject-matter experts
- Ability to balance speed, quality, and coverage as the organization scales
- Willingness to work in person at our office 4–5 days a week
Будет плюсом
- Prior ownership of a documentation or knowledge surface at an AI-first company
- Exposure to RAG evaluation, retrieval quality, or LLM evaluation frameworks
- Experience in SaaS or vertical AI
- Experience running knowledge programs across a fast-shipping product organization
Условия
- Growth and impact. It’s not often that you can get in on the ground floor of a funded unicorn! startup that’s scaling so fast. That means that instead of following a playbook, you’ll be writing it. Every single day, you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.
- In addition to the growth and impact you’ll have at , we offer competitive salaries along with the following benefits:
- Equity in the company in the form of stock options
- Medical, dental, and vision premiums covered at 100%
- Fully paid parental leave
- Commuter benefits
- 401(k) benefits
- Monthly fitness stipend
- A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch
- Fun company social events through our Elise and the City program
- Unlimited vacation and paid holidays
- Relocation packages to make the move exciting, not painful
- The salary range for this role is $120,000–$160,000. offers a competitive total rewards package that includes base salary, equity, and a comprehensive benefits and perks package. Exact compensation is determined based on several factors, including experience, skill level, location, and qualifications assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.
- provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law. Employment with is on an “at-will” basis, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We will also consider qualified applicants in accordance with the Austin Fair Chance Hiring Ordinance. If you need assistance or a reasonable accommodation during the application or recruiting process due to a disability, please contact us at interview.accommodations@.
Другое
- We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact: full autonomy, no micromanagement, no fluff.
- We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.