As a Content Associate at Talkspace, you will support the organization by developing and maintaining internal and external knowledge management databases and resources for our teams. Your responsibilities will include creating accurate and accessible content, collaborating with stakeholders to ensure information remains up-to-date, and optimizing self-service options to reduce support contact volume. Additionally, you will craft empathetic and efficient support/training materials, ensuring all content aligns with the company’s brand voice.
Proficiency in content management systems, collaboration tools, and bonus skills like graphic design or SEO knowledge are advantageous. Overall, you’ll play a vital role in enhancing user understanding, streamlining support processes, and ensuring consistency across all documentation.
Information Design
- Support the development of and ongoing maintenance to the Support team’s internal and external knowledge management databases, tools, and resources.
- Assist with the creation of knowledge and creative assets to increase users’ understanding of company systems, concepts, procedures and products.
- Create/revise content, as needed to ensure that new knowledge is accurate and accessible.
- Process content requests for editing existing knowledge base content and review new content for accuracy and effective instruction
- Support the creation, edit, and review process for support email scripts (macros); encouraging empathetic and efficient support correspondence through base templates that direct clients to self-service through the help center when possible
Knowledge Organization + Dissemination
- Assists with organization and ideation of help center content to optimize self-service and deflect Support contact volume. Participates in the content verification process, auditing articles for accuracy, completeness, and readability.
- Identify and assist in the execution of strategies for closing knowledge gaps within existing knowledge systems.
- Proofread and edit self and others’ work to improve quality, readability, consistency, and effectiveness of documentation.
- Familiarize self with the company’s brand voice, terminology, etc., and standardize within work products.
- Assist with communication of content and product updates to the department, explaining changes and impact
Collaboration
- Collaborate with internal stakeholders and subject matter experts (SMEs) to bring content up-to-date with current policies and procedures.
- Works with audience to understand how to optimize searchability and minimize friction within content request procedures
- Contribute to our bi-monthly Newsletter with content and product updates to increase awareness and the adoption of best practices
Performs other related duties as assigned.
About You
- Bachelor’s Degree in Communications, Education, or related field preferred.
- 1+ years working in a Customer Service capacity.
- 2-years experience drafting knowledge-sharing documentation, such as knowledge base and/or help center articles, training manuals, standard operating procedure documentation, etc.
- 1-year experience driving content value & adoption through available channels (knowledge base, help center, etc.), or comparable experience; experience with content management systems, highly preferred.
- Able to demonstrate proficiency in one or more of these areas: content management, targeted content, content personalization, system workflow optimization, system guided support, learning management systems, and search engine optimization.
- Knowledge of management/creation principles, techniques and best practices (capturing, authoring and organizing information across multiple channels), preferred.
Bonus Points:
- Experience using Zendesk Guide and Atlassian’s Confluence as a knowledge base
- Prior start-up experience, especially in the Health Tech industry
- Graphic design and video editing experience
- Experience driving usage through and/or knowledge of SEO-principles
- Experience with HTML and CSS
Compensation
At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively.
The hourly rate for this role is $23 with a competitive bonus. Within the hourly rate, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.
Why Talkspace
Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it’s our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible.
Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you!
EQUAL OPPORTUNITY EMPLOYER
Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We strongly encourage you to apply even if you don’t meet every qualification. Come as you are and learn about the exciting opportunities on our team.
Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.