Lead, Support Content Strategy & Governance

Inspira Financial; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Inspira Financial seeks a Sr. Support Content Strategist to lead the creation and governance of self-service help content across partner, administrator, and member-facing Help Centers on Inspira's white-label platform.

The role collaborates with Support, Implementation, Product, UX Writing, Compliance, and other stakeholders to deliver scalable content, improve user experience, and drive data-driven improvements across multiple libraries.

Qualifications

• Bachelor's degree or higher in Communications, English, Journalism, Technical Writing, Marketing, Information Science, UX, or related field.
• Minimum six years in help center management, knowledge management, content strategy, editorial operations, or technical content development.
• Experience managing content across multiple audiences, product configurations, brands, or regulatory requirements.
• Experience developing content governance frameworks, taxonomies, standards, and knowledge management processes.
• Experience analyzing content performance metrics and using data to drive content strategy and prioritization.

Responsibilities

• Develop, prioritize, and manage the support content backlog across Health Wallet, Health Wallet Manager, and related platforms.
• Create, maintain, and optimize content for members, organization administrators, and partner administrators.
• Configure and launch Help Center libraries for new partners, adapting content to partner branding and program requirements.
• Partner with Implementation teams to support onboarding and Help Center deployment in line with go-live timelines.
• Develop and maintain content strategies supporting white-label, SSO, API, and other configurations.
• Establish governance standards to ensure content quality, consistency, accuracy, and scalability across libraries.
• Collaborate with UX Writers, Product teams, and SMEs to update content for product enhancements and releases.
• Monitor Help Center performance metrics and analyze trends, search activity, and article effectiveness.
• Identify content gaps and opportunities using customer and operational data.
• Optimize content discoverability and usability across Help Centers and AI-powered tools.
• Develop and maintain content standards, taxonomies, workflows, and best practices for knowledge management.
• Build and maintain relationships with Support, Implementation, Product, Compliance, Legal, and other stakeholders.
• Provide guidance on content strategy, governance, and knowledge management practices.
• Perform other duties as assigned.

Skills

Content strategy

Help Center management

Knowledge management

Editorial operations

Data-driven content

Stakeholder collaboration

Project management

B2B2C experience

Education

Bachelor's degree in Communications, English, Journalism, Technical Writing, Marketing, Information Science, User Experience, or related field

Job description

Inspira Financial seeks a Sr. Support Content Strategist to lead the creation and governance of self-service help content across partner, administrator, and member-facing Help Centers on Inspira's white-label platform.

The role collaborates with Support, Implementation, Product, UX Writing, Compliance, and other stakeholders to deliver scalable content, improve user experience, and drive data-driven improvements across multiple libraries.