Customer Experience Knowledge Management Associate at Dandy

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. Dandy is hiring a strategic and execution-focused CX Enablement Knowledge Management Associate to join our rapidly growing venture-backed company. As the Customer Experience Knowledge Management Associate, you will be the custodian of "The Truth" at Dandy. You will ensure that our clinical support agents and our customers have instant access to accurate, engaging, and easy-to-digest information. You will do this by collecting, synthesizing, and creating knowledge base articles that accurately and clearly reflect the latest SOPs, product features, updates, and usability, all while implementing a content governance system to enable our cross-functional partners to be active contributors to the knowledge base. This is a high-impact role on a growing Customer Experience Enablement team that is scaling to meet ambitious company growth goals. WHAT YOU WILL DO: Content Ownership & Multimedia Creation - End-to-End Documentation: Act as the primary owner and editor for all internal (agent-facing) and external (doctor-facing) Knowledge Base content. - Clinical Synthesis: Partner with Subject Matter Experts (SMEs), Cross-functional partners, and Lab Technicians to extract complex clinical knowledge and "translate" it into actionable articles. - AI Searchability: Incorporate the use of AI tools and AI infrastructure to reliably and consistently help agents access information quickly enable high quality agentic AI. Knowledge Architecture and Scaling - Feedback Loops: Build and monitor feedback mechanisms (ratings, comments, and "was this helpful?" prompts) to measure both accuracy and utility of the content. Then, apply the feedback quickly to improve usage of the knowledge base. - Cross-Functional Consolidation: Work across the organization to identify disparate "silos" of information and lead the effort to consolidate them into a unified, reliable source. - The Slack Pipeline: Actively monitor Slack and other internal channels to capture "fleeting knowledge" and transform it into permanent, searchable KB articles - Champion Compliance: Ensure that the knowledge base remains compliant by meeting regulatory requirements and ISO-required documentation. Rapid Audit & Change Management - Systematic Audits: Design and execute a rigorous audit cadence to ensure clinical information remains compliant and up-to-date in an environment of rapid product changes - Change Communication: Partner with the Enablement Leads to ensure that when a process changes, the KB is updated simultaneously, reducing "information lag" for the frontline team WHAT WE’RE LOOKING FOR: - Knowledge Management Experience: 3+ years of experience managing internal or external help centers (Zendesk Guide experience is a major plus) - Technical Writing & Editing: Exceptional ability to take a "rough draft" from a an engineer, product designer, operations partners, etc., and polish it into a clear, concise, and professional article - Clinical/Biomedical Setting Experience: 1-3 years experience working with clinical products and processes; will also accept experience in biotechnology, biomedical products, or working closely with medical professionals - Data Skillset: Comfort creating, collecting, and interpreting data to inform strategy behind knowledge curation and management - Multimedia Skills: Proficiency in basic video editing (e.g., Loom, Capcut, Descript), HTML website design, and image annotation tools to create visual-first documentation - Instructional Design: A passion for adult learning and training- you feel confident creating instructional and training materials based on knowledge base content - Systems Thinking: An obsession with "findability"—you understand how tagging, SEO, and information hierarchy affect a user's ability to find answers - Communication & Change Management: The ability to move quickly and communicate updates clearly across multiple stakeholders during rapid product pivots - Attention to Detail: A "perfectionist" streak for clinical accuracy; you understand that in our world, a small documentation error can have significant clinical implications BONUS POINTS FOR: - Understanding of Information Architecture (IA) principles for scaling global teams - An enthusiasm for incorporation of AI searchability and content creation Req ID: J-1104 For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work. Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers [Upgrade to PRO to see link] for more! Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our Privacy Policy [Upgrade to PRO to see link] and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests [Upgrade to PRO to see link]