Support Knowledge Manager

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 Hinge Health.

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 Hinge Health expands into new markets.

Become a trusted partner to Support and cross-functional teams that create or maintain member-facing or internal-facing knowledge.

At Hinge Health, 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, Hinge Health 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, Hinge Health 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 http://www.hingehealth.com .

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.

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

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 “@ hingehealth.com ” 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@hingehealth.com.

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 "@ hingehealth.com " 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@hingehealth.com .