Content & Knowledge Lead at heidihealth.com.au.About the roleHeidi 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 factsLocation: Melbourne or SydneyEngagement: Full-timeCompensation: 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 supportTeam: GTMWhat you'll doManage 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.RequirementsProven 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 haveExperience 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 & toolsKnowledge base managementContent strategy and architectureAI-assisted support toolingIntercom and FinCross-functional project managementPractical notesThis is a hybrid role based in Melbourne or Sydney.Advantages 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 (Melbourne)
🏢 heidihealth.com.au
📍 Melbourne