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Knowledge Base Manager

Remote Global Post Series C

Short-staffing hurts healthcare workers, facilities, and patients. Fixing that is our mission.

As many as 90% of registered nurses have considered quitting the profession next year if critical workplace issues like short-staffing aren’t resolved, according to this study. This crisis touches us all, because we all need healthcare.

Clipboard Health exists to solve the problem of short-staffed facilities and to lift as many people up the socio-economic ladder as possible. To do this, we've created an efficient and transparent marketplace for healthcare facilities and healthcare professionals to fill shifts.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

About the Role:

Our Knowledge Management team is inspired and driven by a commitment to improving the lives of the customers and support agents who depend on Clipboard Health to make a living. You’ll be joining a department whose mission is to: ensure our audience can access, understand, and effectively utilize company knowledge.

Our Knowledge Base manager’s primary responsibilities entail the development and maintenance of digestible content to facilitate self-service and SOP compliance, improve agent proficiency, and encourage product adoption within your assigned area of knowledge.

You’ll work alongside internal and customer-facing teams in order to anticipate and respond to the frequently changing information needs of an explosively growing startup that’s in pursuit of becoming the market’s industry leader. This candidate should have the vision and tenacity that is required to effectively support an organization’s transition to scalable knowledge systems.

Day-to-Day Responsibilities:

  • Monitor your assigned area’s ongoing projects with extreme curiosity to develop supportive content.
  • Coordinate the distribution of your curated knowledge with the appropriate teams.
  • Dive deep into relevant ticket queues and knowledge base dashboards on Zendesk to identify and address both obvious and “hard-to-see” knowledge gaps.
  • Write agent SOPs, scripts, and decision-trees with customer-centricity in mind.
  • Write customer-facing FAQs, product and self-service guides.
  • Develop content guidelines and templates pertaining to your assigned area to ensure contributing writers can meet department standards.
  • Owning the accuracy of your content by setting expiration dates and revalidating your work with the topic’s respective teams.
  • Schedule bi-monthly group or individual video check-ins with the colleagues in your assigned area, to establish and maintain a healthy perspective of their needs and pain-points.
  • Reviewing article feedback submitted by agents on a daily basis and assess whether their feedback needs to be actioned.

Your First 90 Days:

  • Identify the subject matter experts within your assigned area and integrate them into our knowledge management system.
  • Extract, digest, and organize the existing knowledge that resides within the minds and documents of your assigned area’s team to fit our guidelines.
  • Identify the groups who own the roadmap in your assigned area and set up recurring meetings to stay informed on the knowledge needs related to their projects.

What Sets You Apart:

  • Extreme Ownership: You own the outcome of what your content is intended to achieve - agent proficiency on any given topic. If your content is accurate, but is not enabling agents to reach our proficiency rate, you track down the “why” and fine-tune your work.
  • High Velocity: You know a customer’s problems today cannot wait for tomorrow. You look for what can be done today to help the Support Team today while moving forward along a long-term strategy.
  • Metrics Mindset: You believe success is a measured outcome, and have built reports and dashboards to very clearly display that success and what can be done better. You’ve consulted with stakeholders to help define their metrics to drive a better customer experience.
  • Purpose Driven: You’ve disagreed with an approach to a problem, voiced your concern, and committed yourself to solving the problem anyway. You have said, “I don’t know how”, then figured it out. And most importantly, you can explain why you’ve made the decisions you’ve made and why you’ve worked on the projects you’ve worked on.