Knowledge Manager

Position is Remote (USA or Canada)
No agencies please
Maximus
) is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. Maximus has achieved profitability, 8-figure ARR, and is doubling year over year - with a strong cash position. We have raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.

About The Role
The Knowledge Manager will take full ownership of Maximus's internal and external knowledge ecosystem. Your core mission is to make our documentation clear, accurate, well-structured, and genuinely useful. You'll audit, rebuild, and modernize our help center so teams and customers can find what they need quickly and confidently by eliminating redundancy, introducing governance and establishing processes that keep content high-quality and up to date. This role is designed for someone who enjoys deep, meticulous content work and understands the operational downstream impact of great documentation.

You'll also enable the further expansion and development of our self-serve customer experience, as your work in knowledge management will directly enable the development and success of our customer-facing AI assistant. You'll operate directly within our AI support stack to improve self-service performance and overall efficiency, where the goal is that the content and AI reinforce each other. Your work will directly reduce ticket volume, speed up resolution, and strengthen the operational backbone of Maximus – improving customer outcomes, reduce internal friction, and helping Maximus move faster with fewer blockers.

Key Responsibilities

• 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.

Qualifications

• 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.

Nice to Haves

• Experience in consumer health, telemedicine, or direct-to-consumer brands
• Direct experience with Intercom (or very similar help-desk/self-service tooling)
• Familiarity with analytics tools (Google Analytics) to extract insights from self-service usage and customer support.

World-Class 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)