Customer Experience Knowledge Management Associate

Dandy

18h•Onsite

About The Position

Dandy is transforming the massive and antiquated dental industry, an industry worth over $400B. Backed by some of the world’s leading venture capital firms, Dandy is on an ambitious mission to simplify and modernize every function of the dental practice through technology. As Dandy expands its reach globally, it is building the operating system for dental offices around the world, empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. Dandy is hiring a strategic and execution-focused CX Enablement Knowledge Management Associate to join its rapidly growing venture-backed company. As the Customer Experience Knowledge Management Associate, you will be the custodian of "The Truth" at Dandy. You will ensure that clinical support agents and customers have instant access to accurate, engaging, and easy-to-digest information. This will be achieved by collecting, synthesizing, and creating knowledge base articles that accurately and clearly reflect the latest SOPs, product features, updates, and usability, all while implementing a content governance system to enable cross-functional partners to be active contributors to the knowledge base. This is a high-impact role on a growing Customer Experience Enablement team that is scaling to meet ambitious company growth goals.

Requirements

3+ years of experience managing internal or external help centers (Zendesk Guide experience is a major plus).
Exceptional ability to take a "rough draft" from an engineer, product designer, operations partners, etc., and polish it into a clear, concise, and professional article.
1-3 years experience working with clinical products and processes; will also accept experience in biotechnology, biomedical products, or working closely with medical professionals.
Comfort creating, collecting, and interpreting data to inform strategy behind knowledge curation and management.
Proficiency in basic video editing (e.g., Loom, Capcut, Descript), HTML website design, and image annotation tools to create visual-first documentation.
A passion for adult learning and training- you feel confident creating instructional and training materials based on knowledge base content.
An obsession with "findability"—you understand how tagging, SEO, and information hierarchy affect a user's ability to find answers.
The ability to move quickly and communicate updates clearly across multiple stakeholders during rapid product pivots.
A "perfectionist" streak for clinical accuracy; you understand that in our world, a small documentation error can have significant clinical implications.

Nice To Haves

Understanding of Information Architecture (IA) principles for scaling global teams.
An enthusiasm for incorporation of AI searchability and content creation.

Responsibilities

Act as the primary owner and editor for all internal (agent-facing) and external (doctor-facing) Knowledge Base content.
Partner with Subject Matter Experts (SMEs), Cross-functional partners, and Lab Technicians to extract complex clinical knowledge and "translate" it into actionable articles.
Incorporate the use of AI tools and AI infrastructure to reliably and consistently help agents access information quickly enable high quality agentic AI.
Build and monitor feedback mechanisms (ratings, comments, and "was this helpful?" prompts) to measure both accuracy and utility of the content. Then, apply the feedback quickly to improve usage of the knowledge base.
Work across the organization to identify disparate "silos" of information and lead the effort to consolidate them into a unified, reliable source.
Actively monitor Slack and other internal channels to capture "fleeting knowledge" and transform it into permanent, searchable KB articles.
Ensure that the knowledge base remains compliant by meeting regulatory requirements and ISO-required documentation.
Design and execute a rigorous audit cadence to ensure clinical information remains compliant and up-to-date in an environment of rapid product changes.
Partner with the Enablement Leads to ensure that when a process changes, the KB is updated simultaneously, reducing "information lag" for the frontline team.