Customer Experience Knowledge Management Associate

Dandy

. Act as the primary owner and editor for all internal (agent-facing) and external (doctor-facing) Knowledge Base content .

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Act as the primary owner and editor for all internal (agent-facing) and external (doctor-facing) Knowledge Base content
Partner with Subject Matter Experts (SMEs), Cross-functional partners, and Lab Technicians to extract complex clinical knowledge and translate it into actionable articles
Incorporate the use of AI tools and infrastructure to help agents access information quickly
Build and monitor feedback mechanisms to measure both accuracy and utility of the content
Work across the organization to identify disparate silos of information and consolidate them into a unified, reliable source
Actively monitor Slack and other internal channels to capture 'fleeting knowledge' and transform it into searchable KB articles
Ensure that the knowledge base remains compliant by meeting regulatory requirements
Design and execute a rigorous audit cadence to ensure clinical information remains compliant and up-to-date

Requirements

What you’ll need

3+ years of experience managing internal or external help centers (Zendesk Guide experience is a major plus)
Exceptional ability to take a 'rough draft' and polish it into a clear, concise, and professional article
1-3 years experience working with clinical products and processes; will also accept experience in biotechnology, biomedical products, or working closely with medical professionals
Comfort creating, collecting, and interpreting data to inform strategy behind knowledge curation and management
Proficiency in basic video editing, HTML website design, and image annotation tools to create visual-first documentation
A passion for adult learning and training; confidence in creating instructional and training materials based on knowledge base content
An obsession with 'findability'—understanding how tagging, SEO, and information hierarchy affect a user's ability to find answers
The ability to move quickly and communicate updates clearly across multiple stakeholders during rapid product pivots
A 'perfectionist' streak for clinical accuracy; understanding that a small documentation error can have significant clinical implications

Benefits

Comp & perks

healthcare
dental
mental health support
parental planning resources
retirement savings options
generous paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

knowledge base managementcontent editingdata interpretationvideo editingHTML website designimage annotationSEOtaggingclinical documentationregulatory compliance

Soft Skills

communicationcollaborationattention to detailadaptabilityinstructional designproblem-solvingorganizational skillsfeedback incorporationstrategic thinkingpassion for learning