Knowledge Manager

November 27

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Maximus

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Healthcare Insurance • Wellness • Pharmaceuticals

Maximus is a company focused on enhancing men's health, particularly through innovative hormone therapies such as testosterone replacement therapy (TRT). They offer a wide range of treatments and products designed to increase testosterone levels, improve performance, and support weight loss and hair regrowth. Utilizing a network of licensed physicians, Maximus provides technology-driven healthcare solutions, including at-home lab tests and prescription protocols, all aimed at optimizing men's wellness. Their services emphasize convenience and accessibility through online consultations and advanced treatment options.

11 - 50 employees

⚕️ Healthcare Insurance

🧘 Wellness

💊 Pharmaceuticals

💰 $10M Series A on 2022-08

📋 Description

• Help center ownership and maintenance: Own the process of auditing, restructuring and maintaining an optimized, searchable knowledge ecosystem for internal and external help centers. • Governance & lifecycle: Define standards, review cadences, and archival processes so content stays fresh, reliable, and trustworthy. • Information architecture: Build and maintain a logical taxonomy, tagging strategy, and content hierarchy that scales without making it harder for our teams or customers to navigate. • Insights & iteration: Track search behavior, failed queries, and content performance to drive continuous improvement across key metrics (ticket volume, first contact resolution, self-service deflection, retention, and content health). • AI optimization support: Improve AI answer quality by tuning Fin settings, syncing knowledge content, and reducing bot fallback rates.

🎯 Requirements

• Knowledge management expertise: Demonstrated 2 to 4+ years of experience owning help centers or wikis at scale, with a focus on structure, clarity, and governance. Experience auditing, restructuring, and maintaining large knowledge bases or documentation systems. • Strong writing/communication: Ability to translate complex info into clear, concise documentation. Skilled at rewriting and simplifying complex topics for both internal teams and customers. • Process-driven mindset: Skilled at mapping workflows, defining governance, and setting up repeatable, measurable processes. Strong grasp of taxonomy, metadata, search optimization, and article lifecycle management. • Analytical rigor: Ability to use search logs, deflection metrics, and article analytics to prioritize improvements. Comfort with reporting tools to analyze self-service usage, ticket patterns, and content performance. • Cross-functional collaboration: Comfortable working with engineering, ops, customer service, and product to align support and knowledge needs, ensuring content and tools stay in sync. • AI and Co-Pilot support tooling: Experience leveraging documentation into generative-AI responses for external chatbots or internal Co-Pilot tools, as well as training AI-based routing into customer operations.

🏖️ Benefits

• Full Suite: Medical, Dental, Vision, Life Insurance • Flexible vacation/time-off policies • Liquidity of options whenever available • Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)