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The Sr. Support Content Strategist is responsible for developing, implementing, and maintaining the support content strategy for partner, administrator, and member-facing Help Centers across Inspira's white-label platform. This role leads the creation, governance, optimization, and delivery of self-service support content, ensuring information is accurate, accessible, scalable, and aligned with partner-specific requirements. This position collaborates closely with Support, Implementation, Product, UX Writing, Compliance, and other stakeholders to drive content effectiveness, support successful partner implementations, and improve the overall user experience through data-driven content strategies.
1.Develop, prioritize, and manage the support content backlog across Health Wallet, Health Wallet Manager, and related platforms.
2. Create, maintain, and optimize support content for multiple audiences, including members, organization administrators, and partner administrators.
3. Configure and launch Help Center libraries for new partners by adapting existing content to partner-specific branding, benefit plans, and program requirements.
4. Partner with Implementation teams to support partner onboarding and Help Center deployment activities in alignment with go-live timelines.
5. Develop and maintain content strategies that support white-label, single sign-on (SSO), API, and other platform configurations.
6. Establish and maintain governance standards to ensure content quality, consistency, accuracy, and scalability across multiple Help Center libraries.
7. Collaborate with UX Writers, Product teams, and subject matter experts to develop and update content supporting product enhancements and feature releases.
8. Monitor and analyze Help Center performance metrics, including search activity, self-service utilization, article effectiveness, support trends, and ticket deflection data.
9. Identify content gaps, improvement opportunities, and emerging support needs using customer and operational data.
10. Optimize content discoverability and usability across Help Centers, search functions, and AI-powered support tools.
11. Develop and maintain content standards, taxonomies, workflows, and best practices that support effective knowledge management.
12. Build and maintain collaborative relationships with Support, Implementation, Product, Compliance, Legal, and other stakeholders.
13. Provide guidance and expertise on support content strategy, governance, and knowledge management practices.
14. Perform other duties as assigned within the nature and level of work.
• Bachelor's degree in Communications, English, Journalism, Technical Writing, Marketing, Information Science, User Experience, or a related field
• Minimum of six (6) years of experience in help center management, knowledge management, content strategy, editorial operations, or technical content development, with atleast two (2) years in a senor or lead role
• 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
• Ability to develop scalable content frameworks and governance models across multiple content libraries
• Experience writing and managing content for multiple audiences, preferably within a B2B2C environment
• Excellent written, verbal, and interpersonal communication skills
• Strong editorial judgment and ability to communicate complex topics in clear, user-friendly language
• Ability to influence and collaborate effectively with cross-functional stakeholders
• Strong project management and organizational skills with the ability to manage multiple priorities simultaneously
• Ability to identify process improvements and drive operational consistency across content programs
• Experience working in highly regulated industries or environments with compliance review processes preferred
• Familiarity with health spending benefits, including HSA, FSA, HRA, LSA, and commuter programs.