Sr. Support Content Strategist (Remote)

Job Summary & Responsibilities

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.

• Develop, prioritize, and manage the support content backlog across Health Wallet, Health Wallet Manager, and related platforms.
• Create, maintain, and optimize support content for multiple audiences, including members, organization administrators, and partner administrators.
• Configure and launch Help Center libraries for new partners by adapting existing content to partner-specific branding, benefit plans, and program requirements.
• Partner with Implementation teams to support partner onboarding and Help Center deployment activities in alignment with go-live timelines.
• Develop and maintain content strategies that support white-label, single sign-on (SSO), API, and other platform configurations.
• Establish and maintain governance standards to ensure content quality, consistency, accuracy, and scalability across multiple Help Center libraries.
• Collaborate with UX Writers, Product teams, and subject matter experts to develop and update content supporting product enhancements and feature releases.
• Monitor and analyze Help Center performance metrics, including search activity, self-service utilization, article effectiveness, support trends, and ticket deflection data.
• Identify content gaps, improvement opportunities, and emerging support needs using customer and operational data.
• Optimize content discoverability and usability across Help Centers, search functions, and AI-powered support tools.
• Develop and maintain content standards, taxonomies, workflows, and best practices that support effective knowledge management.
• Build and maintain collaborative relationships with Support, Implementation, Product, Compliance, Legal, and other stakeholders.
• Provide guidance and expertise on support content strategy, governance, and knowledge management practices.
• Perform other duties as assigned within the nature and level of work.

Preferred Qualifications

• 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 at least two (2) years in a senior 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
• 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
• Familiarity with health spending benefits, including HSA, FSA, HRA, LSA, and commuter programs

Pay Range

$92,000 - $112,000 per year