AI-Driven Support Knowledge Architect

Hinge Health; San Francisco (CA); On-site; USD 112,000 - 168,000; Full time

Job summary

Hinge Health is seeking a Support Knowledge Manager to own the structure, quality, and day-to-day health of our support knowledge. You will build scalable content operations, set standards for how knowledge is written and maintained, and ensure frontline teams and AI systems retrieve the right information at the right time.

This hands-on role requires designing repeatable processes, establishing owners and review timelines, and partnering across Support Operations, Quality, Product, Marketing,

Qualifications

• 3+ years owning or managing knowledge, content, or documentation in a support/customer-facing team.
• Experience managing content for multiple audiences and formats.
• Hands-on experience administering a knowledge base using tools like Zendesk Guide or Salesforce Knowledge.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Build a clear picture of current support knowledge and related content.
• Define core content health measures and a basic dashboard.
• Rewrite content for frontline specialists and AI systems.
• Improve information architecture, taxonomy, and metadata.
• Establish relationships with Support Operations and other content owners.

Skills

Information architecture

Content writing

Process design

Cross-team collaboration

Ambiguity management

Education

Bachelor’s degree or equivalent practical experience

Tools

Zendesk Guide

Salesforce Knowledge

Intercom

Confluence

Guru

Job description

Hinge Health is seeking a Support Knowledge Manager to own the structure, quality, and day-to-day health of our support knowledge. You will build scalable content operations, set standards for how knowledge is written and maintained, and ensure frontline teams and AI systems retrieve the right information at the right time.

This hands-on role requires designing repeatable processes, establishing owners and review timelines, and partnering across Support Operations, Quality, Product, Marketing,