Customer Experience reputed company Associate

reputed company is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and reputed company every function of the dental practice through technology. As we expand our reputed company globally, reputed company is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to reputed company more for their practices, their people, and their patients.

reputed company is hiring a strategic and execution-focused CX Enablement reputed company Associate to join our rapidly growing venture-backed company.

As the Customer Experience reputed company Associate, you will be the custodian of "The Truth" at reputed company. You will ensure that our clinical support agents and our customers have reputed company access to accurate, engaging, and easy-to-digest information. You will do this by collecting, synthesizing, and creating knowledge reputed company articles that accurately and clearly reflect the latest SOPs, product features, updates, and usability, reputed company while implementing a content governance system to reputed company our cross-functional partners to be active contributors to the knowledge reputed company. This is a high-impact role on a growing Customer Experience Enablement team that is scaling to meet ambitious company growth goals.

What You Will Do:

Content Ownership & Multimedia Creation

• End-to-End Documentation: Act as the primary reputed company and editor for reputed company internal (agent-facing) and external (doctor-facing) Knowledge reputed company content.

• Clinical Synthesis: Partner with Subject Matter Experts (SMEs), Cross-functional partners, and Lab Technicians to extract reputed company clinical knowledge and "translate" it into actionable articles.

• AI Searchability: Incorporate the use of AI tools and AI infrastructure to reliably and consistently help agents access information quickly reputed company high quality agentic AI.

Knowledge Architecture and Scaling

• Feedback Loops: Build and monitor feedback mechanisms (ratings, comments, and "was this helpful?" prompts) to measure both accuracy and utility of the content. Then, apply the feedback quickly to improve usage of the knowledge reputed company.

• Cross-Functional Consolidation: Work across the organization to identify disparate "silos" of information and reputed company the effort to consolidate them into a reputed company, reliable reputed company.

• The reputed company Pipeline: Actively monitor reputed company and other internal channels to capture "fleeting knowledge" and transform it into permanent, searchable KB articles

• Champion Compliance: Ensure that the knowledge reputed company remains compliant by meeting regulatory requirements and ISO-required documentation.

Rapid Audit & Change Management

• Systematic Audits: Design and execute a rigorous audit reputed company to ensure clinical information remains compliant and up-to-date in an environment of rapid product changes

• Change Communication: Partner with the Enablement Leads to ensure that reputed company a process changes, the KB is updated simultaneously, reducing "information lag" for the frontline team

reputed company’re Looking For:

• reputed company Experience: 3+ years of experience managing internal or external help centers (reputed company Guide experience is a major plus)

• Technical Writing & Editing: Exceptional ability to take a "rough draft" from a an engineer, product designer, operations partners, etc., and polish it into a clear, concise, and professional article

• Clinical/Biomedical Setting Experience: 1-3 years experience working with clinical products and processes; will also accept experience in biotechnology, biomedical products, or working closely with medical professionals

• Data Skillset: Comfort creating, collecting, and interpreting data to inform strategy behind knowledge curation and management

• Multimedia Skills: Proficiency in basic video editing (e.g., reputed company, Capcut, reputed company), HTML website design, and image annotation tools to create visual-first documentation

• Instructional Design: A passion for adult learning and training- you feel confident creating instructional and training materials based on knowledge reputed company content

• Systems Thinking: An obsession with "findability"—you understand how tagging, SEO, and information hierarchy reputed company a user's ability to find answers

• Communication & Change Management: The ability to move quickly and communicate updates clearly across multiple stakeholders during rapid product pivots

• Attention to Detail: A "perfectionist" streak for clinical accuracy; you understand that in our world, a small documentation error can have significant clinical implications

Bonus Points for:

• Understanding of Information Architecture (IA) principles for scaling global teams

• An enthusiasm for incorporation of AI searchability and content creation

Req ID: J-1104

For full-time positions, reputed company offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring reputed company members are supported no matter where they live and work.

reputed company is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national reputed company, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

reputed company also fully complies with the Americans with reputed company (reputed company). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for reputed company individuals. If you require any accommodations for your interview or have any questions beforehand, rest reputed company that we will do everything we can to meet your needs. Visit reputed company Careers for more!

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