Heidi is looking for a strategic leader to transform our content operations from a reactive state to a proactive system. You will own the end-to-end knowledge lifecycle, ensuring our product information is accurate, accessible, and ready before our users even realize they need it.
Key facts
Location: Melbourne or Sydney
Engagement: Full-time
Compensation: Equity included, plus $1,000 annual learning budget, $150/month health allowance, $500 home office budget, 26 weeks primary parental leave, 18 weeks secondary parental leave, and $10,000 fertility support
Team: GTM
What you'll do
- Manage the Help Center to ensure all documentation is structured, current, and optimized for both human readers and AI-driven support tools.
- Coordinate with Product and Engineering teams to synchronize feature releases, pricing updates, and integrations with updated support content.
- Define the strategy and tooling for our knowledge management function, identifying inefficiencies and building scalable systems.
- Author content directly, including SOPs and support articles, while maintaining high standards for clarity and accuracy.
- Collaborate with Marketing to ensure consistent messaging across all channels and support for multilingual content requirements.
Requirements
- Proven history of managing a knowledge base or content function from end to end, including structural design and maintenance.
- Experience building a function from the ground up rather than simply maintaining existing processes.
- Ability to standardize content approaches across diverse user segments and audiences.
- Technical understanding of how to structure content to effectively feed AI-assisted support tools.
- Exceptional writing skills and the ability to work independently with Product and Engineering teams.
Nice to have
- Experience producing training materials or video content.
- Familiarity with Intercom, Fin, or similar AI-powered support platforms.
- Background in managing multi-region or multilingual content operations.
Skills & tools
- Knowledge base management
- Content strategy and architecture
- AI-assisted support tooling
- Intercom and Fin
- Cross-functional project management
Practical notes
- This is a hybrid role based in Melbourne or Sydney.
- Perks include four weeks of work-from-anywhere time per year.
- You will be expected to achieve specific content milestones within your first 30, 60, and 90 days.
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📌 Content & Knowledge Lead (City of Sydney)
🏢 heidihealth.com.au
📍 City of Sydney
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