Knowledge Lead (Internal Candidates Only)

Knowledge Lead (Internal Candidates Only)

Department: Client Support/Business Operations
Location: United States - Remote
Reports to: Sr. Director, Client Support

The Knowledge Lead is responsible for helping to maintain and update the company’s Knowledge Management System (KMS) with a focus on support effectiveness and client empowerment (case deflection). This role will help to ensure that knowledge assets are accurate, organized, and accessible, enabling employees to work efficiently and clients to self-serve effectively. By working closely with Support, Support Leadership, Cx, and Product Education, the Knowledge Lead plays a pivotal role in reducing support case effort and volume while improving overall customer and employee satisfaction.

Duties and Responsibilities
 

Knowledge Asset Management:

• Help maintain knowledge content, ensuring articles are regularly reviewed and updated.  Work cross-functionally to ensure all content is accurate, up-to-date, and reflects the latest product developments.
• Assist in managing article taxonomy and tagging to improve content discovery. 
• Leverage Analytics and AI tools to help ID gaps and optimize system effectiveness.

System Administration:

• Assist with KMS administration, user setup, and configuration.  
• Collaborate with IT, Product Education, and the vendor to address technical issues and deploy new enhancements.

Client-Focused Knowledge Sharing:

• Analyze support data to identify gaps in client-facing content and propose next steps to address these gaps.
• Respond to client feedback on knowledge content.
• Report on self-service goals and work across teams to improve case deflection rates.

Training and Support:

• Assist with internal training sessions focused on knowledge utilization.
• Promote knowledge contribution as part of the support workflow and help drive a culture of continuous learning and collaboration.
• Collaborate with Cx, Marketing, Product and Support to promote self-service adoption.

Data-Driven Optimization:

• Monitor usage analytics for both internal and client-facing KM resources, providing actionable insights and proposals back to support leadership to aid with optimization.
• Track and report on key metrics, such as deflection rates, article views, and search effectiveness. 

Collaboration and Process Improvement:

• Partner with SMEs across the company to document and share critical knowledge.
• Continuously refine KMS workflows and standards to enhance content quality and accessibility.
• Promote a culture of knowledge sharing and continuous learning within the organization.

Position Proficiencies and Requirements

• Bachelor’s degree in Information Management, Business Administration, or a related field
• A Minimum of 1-3 years of support experience, knowledge management, or a related role
• Proficiency with KM platforms (e.g., Salesforce, Confluence, Zendesk, Right Answers, or similar) 
• Familiarity with the KCS process
• Strong writing and editing skills, with the ability to tailor content to specific audiences
• Familiarity with reporting, AI, and analytics tools to help monitor usage and identify trends
• Exceptional organizational, problem-solving, and collaboration skills
• High technical aptitude
• Self-starter who is easily adaptable to changing priorities and focus
• Medical/Clinical experience preferred
• Previous SaaS or Healthcare IT company experience preferred
• Working knowledge of EMR/EHR medical software applications is a plus
• This position will require a HIPAA-compliant environment. A controlled and dedicated workspace is necessary for success.

Success Metrics

• Increased case deflection rates due to effective client-facing knowledge resources.
• High engagement and satisfaction rates for internal and external knowledge use.
• Reduced average response and resolution times for support cases.
• Positive feedback from clients on self-service resources.