Knowledge Manager

Hinge Health

Support Knowledge Manager scaling Hinge Health’s healthcare support knowledge engine. Improving content operations, AI retrieval, and member-support outcomes across teams.

Posted 9/11/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSenior💰 $112,000 - $168,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing knowledge and content operations, with a focus on optimizing workflows and improving information architecture. Proficient in utilizing data to measure success and enhance content for diverse audiences in customer support environments.

Highest-signal resume keywords

Knowledge ManagementContent OperationsAI Tools UtilizationContent Health MetricsKnowledge-Centered Service (KCS)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content CreationContent ReviewInformation ArchitectureContent LocalizationDocumentation ManagementContent OptimizationPerformance ReportingTaxonomy DevelopmentMetadata ManagementContent Strategy

Soft Skills

CollaborationPartnership BuildingFeedback ManagementCommunicationProblem Solving

Tools & Technologies

Zendesk GuideSalesforce KnowledgeIntercomConfluenceGuru

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Customer SupportSaaSDigital HealthHealthcareRegulated Environment

About the role

Key responsibilities & impact

Own the structure, quality, and day-to-day health of support knowledge
Strengthen and scale the content operations program
Create standards for writing, maintaining, reviewing, and approving knowledge
Build a dashboard measuring content coverage, consistency, freshness, utilization, and performance
Improve knowledge-base information architecture, including taxonomy, labeling, metadata, templates, and content relationships
Rewrite content for frontline specialists, AI systems, and other content consumers
Establish partnerships and feedback loops across Support Operations, Quality, Product, Marketing/Brand, Analytics, Engineering, and other content owners
Operationalize reporting and use content measures to prioritize improvements
Launch repeatable processes for documenting launches, product changes, policy updates, and operational changes
Own and continuously improve the support knowledge program, including structure, standards, ownership, review cadence, and performance reporting
Optimize content tools and AI-supported workflows with vendors, Product, and Engineering
Improve information reliability and contribute to 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 teams creating or maintaining member-facing and internal-facing knowledge

Requirements

What you’ll need

3+ years of experience owning or managing knowledge, content, or documentation, ideally for support operations, customer service, or a similar customer-facing department
Comfortable using content health and support data to prioritize work and measure success
Experience managing content for multiple audiences and formats, including internal support guidance, help center articles, process or policy documentation, and internal- and external-facing product guides
Hands-on experience administering a knowledge base or content repository
Experience with tools such as Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or a comparable platform
Bachelor’s degree in a related field or equivalent practical experience
Experience using AI tools to improve content workflows
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 knowledge-management methodology
Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval
Experience working in healthcare, digital health, or a similar regulated environment
Willingness to work from the San Francisco office 3 days a week for the full 8 hours of a typical business day
Located in or willing to relocate to the SF Bay Area
Legally authorized to work in the United States

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage
Gender-affirming care support
Family and fertility planning tools
Travel reimbursements if healthcare isn’t available where you live
Traditional or Roth 401(k) retirement plan options
2% company 401(k) match
Learning and development stipend
Discounted company stock through ESPP
Inclusive healthcare and benefits
Reasonable accommodations for candidates with disabilities