# Support Knowledge Manager

**Company:** [Hinge Health](https://hotfix.jobs/companies/hinge-health)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $112k – $168k/yr
**Experience:** 3+ years
**Skills:** Information Architecture, Knowledge Management, Content Operations, Content Strategy, Content Writing, Content Editing, Knowledge Bases, Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, Artificial Intelligence, Kcs
**Posted:** 2026-09-10

> Own and scale Hinge Health’s Support knowledge program by improving information architecture, content quality, governance, reporting, and AI-supported workflows. The role requires 3+ years managing customer-facing knowledge or documentation, strong writing and operations skills, and experience with knowledge-base platforms.

## Job Description

## Responsibilities
- Own and continuously improve Support’s knowledge management program, including structure, standards, ownership, review cadence, and performance reporting.
- Assess internal articles, help center content, macros, scripts, process and policy documentation, and product guides.
- Define content health measures and reporting for coverage, consistency, freshness, utilization, performance, verification status, content age, publishing time, and search coverage.
- Establish content standards, review processes, ownership models, approval paths, and update timelines.
- Improve knowledge-base information architecture, including taxonomy, labeling, metadata, templates, and content relationships.
- Rewrite complex information into clear, practical guidance for support specialists, AI systems, and other audiences.
- Build feedback loops with Support Operations, Analytics, Quality, Product, Marketing/Brand, Engineering, vendors, and other content owners.
- Launch repeatable documentation processes for product launches, product changes, policy updates, and operational changes.
- Optimize content tools and AI-supported workflows to improve AI-supported resolutions, specialist productivity, handle time, and CSAT.
- Support content localization and scalable knowledge practices for new markets.

## Requirements
- 3+ years of experience owning or managing knowledge, content, or documentation, ideally in support operations, customer service, or a similar customer-facing function.
- Experience using content health and support data to prioritize work and measure success.
- Experience managing content for multiple audiences and formats, including support guidance, help center articles, process or policy documentation, and product guides.
- Hands-on experience administering a knowledge base or content repository.
- Experience with a platform such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or comparable tools.
- Bachelor’s degree in Communications, Technical Writing, Information Science, Business, or a related field, or equivalent practical experience.

## Nice-to-haves
- Experience using AI tools for drafting, localization, updating, or reviewing content.
- Experience supporting a technical SaaS, consumer technology, or other complex product.
- Familiarity with customer-support AI tools, virtual agents, search, and AI-assisted knowledge workflows.
- Familiarity with Knowledge-Centered Service (KCS) or a similar methodology.
- Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval.
- Experience in healthcare, digital health, or another regulated environment.

## Compensation and Benefits
- Annual salary: $112,000–$168,000.
- Medical, dental, and vision coverage.
- Gender-affirming care, family and fertility planning support, and travel reimbursements for unavailable healthcare.
- Traditional or Roth 401(k) options with a 2% company match.
- Learning and development stipend.
- Employee stock purchase plan (ESPP).

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