Specialist III, Knowledge Base

Grow Therapy

3d•$60,000 - $65,000

About The Position

Grow Therapy is hiring a Knowledge Specialist III, Customer Operations to make complex operational processes clear, accurate, and usable for the teams who rely on them. The role initially focuses on internal Customer Operations content and team macros supporting client and provider support; as the internal knowledge foundation matures and priorities evolve, the remit may expand to external Help Center content. The specialist owns knowledge from intake through publication, validation, maintenance, and retirement. They partner with Customer Operations subject matter experts, frontline specialists, Quality, Training, Product, and Operations leaders to turn policies, product updates, process changes, and frontline feedback into practical guidance for real customer and operational scenarios. The primary responsibility is building and maintaining a trusted source of truth that helps frontline teams find the right answer, perform the right process, and support clients and providers accurately. The role may also support enablement and occasional knowledge-transfer sessions with Training.

Requirements

At least 2 years of experience in knowledge management, content operations, technical or process writing, customer operations, support enablement, or a closely related field; equivalent demonstrated internal experience is welcome.
Working knowledge of customer support operations, such as client and provider support, account access, scheduling, troubleshooting, escalation handling, or related workflows.
Strong written communication and editing skills, including the ability to turn complex or incomplete source material into concise, actionable guidance for different audiences.
Experience partnering with subject matter experts and operational leaders to clarify ambiguity, document decisions, and move content through review and approval.
A practical quality mindset, including the ability to test guidance, identify edge cases and risks, and revise content based on evidence.
Strong organization and ownership, including the ability to manage competing requests, communicate tradeoffs, and keep stakeholders informed in a fast-changing environment.
Comfort using data and feedback to prioritize content work and evaluate whether knowledge is accurate, findable, and effective.

Nice To Haves

Hands-on experience with practice-management systems, electronic health records, claims or billing platforms, or customer-support tools.
Familiarity with commercial insurance, Medicaid, Medicare, managed care, HIPAA, CMS, or payer-specific requirements.
Experience with tools such as Notion, Jira, Intercom, Looker or another BI platform, Google Workspace, or content-governance tooling.
Experience writing structured content for AI search, agent-assist, automation, or other knowledge-retrieval use cases.
Experience supporting a high-growth, regulated, or operationally complex organization.

Responsibilities

Create, edit, organize, publish, and retire internal Customer Operations guides, standard operating procedures, decision trees, job aids, troubleshooting guides, team macros, and other knowledge resources.
Translate complex support policies, product behavior, compliance requirements, and operating processes into clear, action-oriented guidance for frontline and operational teams.
Maintain content architecture, naming, metadata, ownership, and findability so users can quickly locate and apply the right guidance.
Create and maintain macros that support accurate, consistent, empathetic agent responses, keeping language, instructions, and escalation guidance aligned with internal policies and workflows.
As the role expands, create and maintain external Help Center articles with content owners, adapting internal guidance for client and provider self-service while protecting sensitive operational information.
Manage the content lifecycle for assigned domains, including intake, prioritization, subject matter expert review, approval, publication, revalidation, version control, and retirement.
Test priority content against real or representative cases, document gaps, and drive them to resolution.
Monitor product, policy, payer, process, and regulatory changes and coordinate timely content updates.
Use frontline feedback, quality findings, contact drivers, search behavior, and content-performance data to identify unclear, missing, duplicative, or outdated guidance.
Build trusted relationships with Customer Operations leaders, subject matter experts, and internal and BPO support teams, clarifying ownership, decisions, dependencies, and approval timelines.
Partner with Training and Quality to keep onboarding, reinforcement, and evaluation materials aligned with the current source of truth.
Support launches and process changes by identifying knowledge impacts, documenting edge cases, and confirming frontline readiness.
Escalate unresolved policy or process ambiguity and facilitate decisions when multiple teams own parts of a customer or operational journey.
Track and report measures such as priority-content validation coverage, validation pass rate, change-update SLA, demand coverage, knowledge-assisted quality accuracy, and user feedback.
Recommend improvements to templates, governance, workflows, and tooling that make knowledge easier to create, maintain, find, and use.
Structure content to support human teammates and AI-enabled workflows as the knowledge ecosystem evolves.
Communicate approved knowledge updates and workflow changes to Customer Operations teams through appropriate channels, such as Slack or team meetings, in partnership with managers. Customer Operations managers retain ownership of change management, adoption, and adherence.
Support enablement and occasional knowledge-transfer sessions in partnership with Training.

Benefits

Comprehensive medical, dental, vision, life, and disability coverage.
No-cost access to therapy through the Grow platform for US employees.
Retirement savings programs and equity opportunities.
Flexible time off, company-paid holidays, and a company-wide Winter Break.
Up to 18 weeks of paid parental leave and a new child stipend.
Dedicated weekly flexible time for self-care, including therapy, exercise, journaling, family time, or taking a break.
Annual stipend for personal wellbeing and professional growth, including fitness, education, books, and learning resources.
Pre-tax commuter benefits for teammates working from hub locations.
Home workspace support and meal benefits tailored to remote and hub-based employees.
Wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts where available, and global travel assistance.