Knowledge Specialist

Grow Therapy seeks a passionate, resourceful, results-driven knowledge specialist interested in creating, delivering, and refining informative instructional materials for customer growth, development, and success. The candidate must have an intimate understanding of instructional and technical writing best practices while appreciating that they must constantly learn and challenge themselves to create the most effective enablement content possible. As a strategic resource for multiple cross-functional teams, you will partner with stakeholders and subject matter experts, eliciting learning objectives and content requests, digesting and analyzing content performance, and independently building or reimagining enablement deliverables. You will deliver these resources in various modalities, including help center articles, automated bot answers, proactive in-app messaging, team macros, and more. Each resource aims to increase user satisfaction, improve user outcomes, and deflect support requests from our customer-facing teams. 

What you'll be doing:

• Make knowledge sharing simple, powerful, and accessible.

• Review and update articles, pages, automated custom answers, team macros, and more.

• Grow relationships with Clinical, Customer Success, Product, Support, and other enablement-focused personnel across Grow Therapy to ensure content remains accurate and effective.

• Gather, analyze, and summarize feedback on content efficacy to continue improving and determining gaps in understanding, application, and satisfaction.

• Maintain knowledge of the changing telehealth landscape while understanding the implications for the Grow Therapy product and our organization. 

Salary range: $62,500 - $80,000 USD

You’ll Be a Good Fit If: 

• You have 2+ years of experience creating and managing content that enables users to achieve specific, measurable goals on their own time. Bonus points if you've worked with and understand the value of Customer Experience, Success, or Support in Tech, HealthTech, or healthcare administration.

• You have excellent written and verbal communication skills, and you desire to improve them further and challenge their application in new and interesting ways.

• You enjoy digging into issues and utilizing all possible resources until you find an answer/next steps that you can share for the benefit of others.

• You have experience evaluating and explaining complex concepts to various audiences, such as using a new platform to complete a task, following new procedures tied to legal/policy changes, or understanding jargon-heavy topics like how copays, coinsurance, and deductibles work.

• You want to work with an expansive content and creation toolkit, including Intercom, Jira, Coda, Guidde, Canva, and HubSpot, to create empowering instructional content for your stakeholders.

• You are biased toward action and care about delivering results and meeting deadlines.

Please apply if you don’t meet every requirement but are still interested in the job. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.