Senior Content Specialist

This is a fully remote position, open to applicants in Alaska, +7 more states.

📋 Description

• Provide specialized knowledge to content strategies that align with the member journey and support the objectives of the operations and Member Experience teams.

• Create and maintain organized internal and external knowledge bases, encompassing taxonomies, metadata schemas, naming conventions, and scalable layouts.

• Set and uphold content governance standards, including templates, style guides, and lifecycle workflows.

• Improve content workflows through innovative tools, with a focus on the thoughtful integration of Generative AI.

• Design, develop, and enhance scalable frameworks and structured content models for internal knowledge bases.

• Collaborate with Support Engineering and Support Operations to create use cases, logic trees, and structured user pathways.

• Create, edit, and sustain documentation for internal content processes, tools, and workflows.

• Implement continuous optimization loops, feedback processes, and audit cadences to ensure current and accurate knowledge systems.

⛳️ Requirements

• 8–10+ years of experience in content strategy, content structure design, knowledge management, or roles focusing on customer/member experience.

• Ideally, experience in fast-paced technology or hardware/software environments.

• A proven history of building and managing intricate technical knowledge bases, content frameworks, or information layouts.

• Experience in working with or incorporating Generative AI tools into content workflows.

• Strong analytical and problem-solving abilities.

• Experience collaborating with technical teams to develop logic trees or map user workflows.

• Outstanding writing skills with the ability to simplify complex product mechanics into structured, easily digestible documentation.

• Proficiency in knowledge base and ticketing platforms such as Zendesk.

• Familiarity with project management and collaboration tools such as Jira, Slack, and Google Workspace.

• Skilled in process mapping tools like Miro.

• Must reside in an eligible US location; candidates from Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin will not be considered.

🏝️ Benefits

• Competitive salary and equity packages.

• Health, dental, vision insurance, and mental health resources.

• An Oura Ring of your own, along with employee discounts for friends and family.

• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.

• Paid sick leave and parental leave.