Customer Experience Knowledge Management Associate

Dandy

About The Position

Dandy is transforming the dental industry through technology and is seeking a strategic and execution-focused CX Enablement Knowledge Management Associate. This role is crucial for ensuring clinical support agents and customers have instant access to accurate, engaging, and easy-to-digest information. The associate will be responsible for collecting, synthesizing, and creating knowledge base articles, implementing a content governance system, and working with cross-functional partners. This is a high-impact role on a growing Customer Experience Enablement team.

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; confident creating instructional and training materials based on knowledge base content
An obsession with "findability"—understanding 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; understanding that 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 and 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, and apply feedback to improve knowledge base usage.
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.