Wake up each day knowing that you are a part of something special. Something real. Something bold. Are you looking for a place where you will have a role in shaping an industry? Then it’s time for you to apply to join the pack. The Knowledge Manager is responsible for executing all knowledge-related activities, including the creation, management, capture, sharing, and accessibility of knowledge assets and documents. They are required to work alongside stakeholders, internal and external, to promote and optimize the usage of Coyote’s knowledge assets. A Knowledge Manager is expected to keep themselves and their appointed teams accountable for compliance to the company’s expectations and strategy. This person will create engaging, professional, customer-centric content, possessing the ability to easily explain the most complex topics. They should thrive on collaborative work across various departments including product & marketing, align to a shared vision for customer support, but also have the experience to make recommendations on style, structure, and content. Essential Functions: Research, catalogue, plan, develop, organize, write and edit Help Center content and structure Support development of other knowledge content such as internal articles and templates Develop and maintain a deep understanding of Hims and Hers and Customer Service processes and policies by working collaboratively and building relationships across internal teams Develop and refine writing guidelines, including brand, voice, tone and compliance requirements Develop effective content strategies centered around the customer experience Take part in continuous education and improvement to expand knowledge of the company purpose and position Design and implement feedback loop to ensure content is relevant, up to date, efficient, and impactful Preferred Skills: Approachable, engaging style Highly organized, thorough with obsessive attention to detail Prompt, maintains a strict adherence to deadlines Able to write in explanatory styles to multiple audiences Ability to support content strategy, analyzing and resolving content gaps Preferred Education & Experience: 4 years of proven writing experience 1 year experience writing customer service-related content Professional portfolio with focus on technical and educational content Bachelor's Degree a plus Knowledge of customer service or help center content Demonstrated ability to create content which is customer-facing and internal knowledge articles for different channels including (phone, email, chat) Experience with content creation and deployment across global organization and multiple languages Why Coyote? Onsite training and ongoing career development. Competitive pay. Comprehensive benefits package. Internal advancement opportunities for high performers. Global opportunities. Casual dress & many perks. Diverse and Inclusive environment. Opportunities to impact the world around you through our 360 sustainability initiatives. Important Notice to US Applicants: Coyote is an at-will employer. We are an Equal Opportunity Employer. Please view Equal Opportunity Posters provided by the OFCCP.