Documentation & Knowledge Specialist (18 Month Contract)

ABOUT MAPLE
Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers. 
We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 7 million Canadians with access to our services, Maple is one of Canada's fastest-growing virtual care companies. 
We have established an entrepreneurial culture centered around our purpose to support people's health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada's Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America's Inspiring Workplaces, and Glory Professional's The Power 50: Canada's Most Impactful Companies.
THE POSITION
We're hiring for a Documentation & Knowledge Specialist to join our Support Operations team on an 18-month contract. In this role, you'll focus on creating, updating, and maintaining the documentation and knowledge resources that help our patients, providers, and internal teams succeed. Most of your work will centre on writing and content maintenance, including building help articles, updating internal procedures, maintaining support scripts, improving chatbot content, and ensuring our knowledge base remains accurate and easy to navigate.
You'll work independently on writing tasks while collaborating with Support Operations and cross-functional partners. Your work will have a direct impact by helping patients access care smoothly, enabling new hires to feel confident and prepared from day one, and ensuring existing team members have the resources they need to stay effective and up to date. YOUR IMPACT

• Create and maintain clear, high-quality documentation, including customer help articles, internal processes, step-by-step guides, and support scripts, to ensure effective communication and seamless operations.
• Support the creation of training materials such as reference guides and onboarding documents that make learning more consistent and accessible.
• Facilitate occasional onboarding or refresher sessions when needed. 
• Partner with stakeholders to ensure updates are captured promptly and communicated clearly to the right teams.
  

WHAT SUCCESS LOOKS LIKE
In your first 90 days, you'll learn Maple's documentation structure, tools, and content workflows, take ownership of routine documentation updates, and begin supporting onboarding materials as needed. You'll build relationships with the Clinical and Customer Support Ops team and learn how we collaborate across functions to support patients and providers.
Over the next 12 to 18 months, you'll maintain a high-quality documentation library, improve clarity and structure across knowledge materials, and contribute to operational projects that depend on strong documentation. You'll identify opportunities to streamline content, improve organization, and enhance efficiency. By the end of your contract, you'll have made a measurable impact on how information flows at Maple and how well our teams and patients are supported.
CANDIDATE PROFILE
2+ years of experience in technical writing, knowledge management, documentation, or content creation.Strong writing and editing skills, able to translate complex information into clear, accessible content.Experience with tools like Confluence, Intercom, Coassemble (or another LMS), or similar documentation systems.Comfortable facilitating occasional training or onboarding sessions when needed. Able to manage multiple deliverables independently while maintaining attention to detail and quality.Being bilingual in French and English is an asset.Experience in Support Operations, Customer Experience, or health-tech is a plus.Familiarity with chatbot optimization and analytics is a plus.
Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we're committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there's any accommodations that would make your experience more comfortable, please let us know.  OUR CORE VALUES

• We are a team: We're team Maple. We're better together. We support each other, face challenges collectively, and are  united in a belief that we can make a positive difference in healthcare, as one.
• We can do big things: We're bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.
• We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.
• We get better every day: We never settle. We're always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.
• We're all the way in: We're fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.
  

WORKING AT MAPLE
We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.
We care about your health and well-being. Here's how we've got you covered:
Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones.Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more.Wellness budget: recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond.Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.Paid health Days: 10 extra days for when life happens—rest, appointments, or caregiving included.Destination5: work internationally in eligible countries for up to 5 days per year. Retirement savings plan: invest in your future with our group retirement savings plan.Branch out budget: $1,000 annually to pursue professional development and fuel your growth.
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Job type: Full-time fixed-term contractHiring manager: Team Lead, Training and ContentLocation: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2Start date: January 2026
Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

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