Specialist III, Knowledge Base

The role

You will manage the lifecycle of internal Customer Operations knowledge content. You will create, edit, and maintain guides, standard operating procedures, and team macros to support frontline teams.

What you will do

• Create, edit, organize, publish, and retire internal guides, SOPs, decision trees, and troubleshooting guides.
• Translate complex support policies and product behavior into actionable guidance.
• Create and maintain team macros for agent responses.
• Manage the full content lifecycle including intake, review, and version control.
• Test priority content against real cases and document gaps.
• Monitor product, policy, and regulatory changes to update guidance.
• Partner with Customer Operations leaders, SMEs, and BPO support teams.
• Track and report knowledge measures like validation coverage and change-update SLA.
• Structure content to support human teammates and AI-enabled workflows.

Required qualifications

• 2+ years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field.
• Working knowledge of customer support operations such as client and provider support, account access, scheduling, troubleshooting, and escalation handling.
• Ability to write and edit well, turning complex material into concise guidance.
• Experience partnering with subject matter experts and operational leaders.
• Practical quality mindset to test guidance and find edge cases.
• Organized and able to manage competing requests and stakeholders.
• Comfortable using data and feedback to prioritize content work.

Nice to have

• Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.
• Experience with tools like Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.
• Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.
• Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases.
• Experience supporting a high-growth, regulated, or operationally complex organization.

Benefits

• Comprehensive medical, dental, vision, life, and disability coverage.
• No cost access to therapy through the Grow platform for US employees.
• Retirement savings programs and equity opportunities.
• Flexible time off, paid holidays, and a full company wide Winter Break.
• Up to 18 weeks of paid parental leave and a new child stipend.
• Weekly dedicated flexible time for self care.
• Annual wellness and development stipend.
• Pre tax commuter benefits for hub locations.
• Support for home workspace and meal benefits.
• Wellness memberships, virtual care, pet insurance discounts, and global travel assistance.

About the company

Grow is a three-sided marketplace that empowers providers, augments insurance payors, and serves patients to make mental health care more accessible. The company has received more than $328M in funding.