Support Knowledge Manager (AI)

Location: Hybrid, San Francisco headquarters, United States

Annual salary: $112,000–$168,000, plus equity and benefits.

Company

hirify.global uses AI-powered, human-centered technology to scale healthcare delivery for musculoskeletal conditions through personalized, evidence-based care.

What you will do

• Own and continuously improve the Support knowledge management program, including its structure, standards, ownership model, review cadence, and reporting.
• Assess internal articles, help center content, macros, scripts, policies, processes, and product guides to identify coverage, freshness, consistency, utilization, and performance gaps.
• Define content standards, taxonomies, metadata, templates, approval paths, owners, and review timelines.
• Rewrite and optimize content for frontline specialists, AI systems, and other internal and external content consumers.
• Build dashboards and reporting cadences using measures such as verification status, content age, time to publish, utilization, and search coverage.
• Partner with Support Operations, Quality, Analytics, Product, Engineering, Marketing/Brand, vendors, and content owners to document launches and changes and improve AI-supported support outcomes.

Requirements

• 3+ years of experience owning or managing knowledge, content, or documentation, ideally in support operations or customer service.
• Experience managing content for multiple audiences and formats, including support guidance, help center articles, process and policy documentation, and product guides.
• Hands-on experience administering a knowledge base or content repository; experience with Zendesk Guide, Salesforce Knowledge, Intercom, Confluence, Guru, or a comparable platform.
• Ability to use content health and support data to prioritize work and measure success.
• Bachelor’s degree in Communications, Technical Writing, Information Science, Business, or a related field, or equivalent practical experience.
• Experience supporting a technical SaaS, consumer technology, complex product, or regulated healthcare environment.

Nice to have

• Experience using AI tools for drafting, localization, updating, or reviewing content.
• Familiarity with customer support AI tools, virtual agents, search, and AI-assisted knowledge workflows.
• Familiarity with Knowledge-Centered Service or a similar knowledge-management methodology.
• Experience partnering with Quality Assurance, Product, Engineering, and vendors to optimize content for AI retrieval.

Culture & Benefits

• Inclusive medical, dental, and vision coverage for employees and family members.
• Support for gender-affirming care, family and fertility planning, and travel reimbursement when healthcare is unavailable locally.
• Traditional and Roth 401(k) options with a 2% company match.
• Learning and development stipend.
• Discounted company stock through an ESPP.