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Hinge Health is seeking a Support Knowledge Manager to own and scale the knowledge management program that powers both human support specialists and AI systems. This is a hands-on, strategic role focused on building the systems, processes, and content standards that ensure member-facing teams and AI always retrieve the right information at the right time.
You will be responsible for the end-to-end knowledge management program, including auditing current support knowledge across internal articles, help center content, macros, process documentation, and product guides. You'll define content health metrics and establish dashboards to track coverage, consistency, freshness, utilization, and performance. A key part of the role is creating practical content standards, clear ownership models, and review processes with defined approval paths and update timelines.
In the first three months, you'll map the current knowledge landscape, establish content health measures, improve information architecture (taxonomy, labeling, metadata, templates), and rewrite content for clarity across multiple audiences—frontline specialists, AI systems, and other internal consumers. You'll also build cross-functional relationships with Support Operations, Quality, Product, and Marketing.
By six months, you'll operationalize regular reporting, create feedback loops with Support Operations and Analytics teams to identify improvement opportunities, and launch repeatable processes for documenting product launches, policy updates, and operational changes.
Over your first year, you'll continuously optimize the knowledge program, improve how content tools and AI workflows work together, enhance the reliability of information used by both specialists and AI systems, support content localization as the company expands, and become a trusted partner across Support and cross-functional teams.
Hinge Health uses AI-powered technology to scale healthcare delivery, focusing on musculoskeletal (MSK) conditions. The platform is available to over 20 million people through 60+ health plans, PBMs, and ecosystem partners across 2,800+ employers. The company is headquartered in San Francisco with offices in Montreal and Bangalore.
REQUIREMENTS:
- 3+ years of experience owning or managing knowledge, content, or documentation for support operations, customer service, or customer-facing departments; comfortable using content health and support data to prioritize work and measure success
- Experience managing content for multiple audiences and formats (internal support guidance, help center articles, process/policy documentation, product guides)
- Hands-on experience administering a knowledge base or content repository; experience with Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or comparable platforms
- Bachelor's degree in Communications, Technical Writing, Information Science, Business, or equivalent practical experience
PREFERRED QUALIFICATIONS:
- Experience using AI tools to improve content workflows (drafting, localizing, updating, reviewing)
- Experience supporting technical SaaS, consumer technology, or complex products
- Familiarity with customer support AI tools, virtual agents, search, AI-assisted knowledge workflows
- Knowledge of Knowledge-Centered Service (KCS) or similar knowledge-management methodology
- Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval
- Experience in healthcare, digital health, or regulated environments
