CX Enablement Knowledge Management Associate at Dandy

Dandy is revolutionizing the vast and traditional dental industry, a sector valued at over $400 billion. Supported by prominent venture capital firms, Dandy is committed to simplifying and modernizing every aspect of dental practice through advanced technology. As the company expands globally, Dandy is developing the core operating system for dental offices worldwide. This platform empowers clinicians and their teams with cutting-edge technology, innovation, and premier support, enabling them to achieve greater success for their practices, their staff, and their patients.

Dandy is actively seeking a strategic and results-oriented CX Enablement Knowledge Management Associate to join its rapidly expanding, venture-backed team. In this pivotal role, you will serve as the guardian of "The Truth" at Dandy. Your primary responsibility will be to ensure that both clinical support agents and customers have immediate access to precise, engaging, and easily understandable information. This involves collecting, synthesizing, and creating knowledge base articles that accurately reflect the latest Standard Operating Procedures (SOPs), product features, updates, and usability. You will also implement a robust content governance system, empowering cross-functional partners to actively contribute to the knowledge base. This is a high-impact position within a growing Customer Experience Enablement team, scaling to meet the company's ambitious growth objectives.

What You Will Do:

Content Ownership & Multimedia Creation

• End-to-End Documentation: Take primary ownership and serve as the editor for all internal (agent-facing) and external (doctor-facing) Knowledge Base content.
• Clinical Synthesis: Collaborate with Subject Matter Experts (SMEs), cross-functional partners, and Lab Technicians to extract complex clinical knowledge and translate it into actionable articles.
• AI Searchability: Integrate AI tools and infrastructure to consistently and reliably help agents quickly access information, enabling high-quality agentic AI.

Knowledge Architecture and Scaling

• Feedback Loops: Establish and monitor feedback mechanisms, such as ratings, comments, and "was this helpful?" prompts, to assess content accuracy and utility. Promptly apply this feedback to enhance knowledge base usage.
• Cross-Functional Consolidation: Work across the organization to identify disparate information silos and lead efforts to consolidate them into a unified, dependable source.
• The Slack Pipeline: Actively monitor Slack and other internal communication channels to capture "fleeting knowledge" and convert it into permanent, searchable Knowledge Base articles.
• Champion Compliance: Ensure the knowledge base remains compliant by meeting regulatory requirements and ISO-mandated documentation standards.

Rapid Audit & Change Management

• Systematic Audits: Design and implement a rigorous audit schedule to maintain the currency and compliance of clinical information in an environment of rapid product changes.
• Change Communication: Partner with Enablement Leads to ensure that whenever a process changes, the Knowledge Base is updated simultaneously, thereby 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 significant advantage).
• Technical Writing & Editing: Exceptional ability to refine "rough drafts" from engineers, product designers, operations partners, etc., into clear, concise, and professional articles.
• Clinical/Biomedical Setting Experience: 1-3 years of experience working with clinical products and processes; relevant experience in biotechnology, biomedical products, or close collaboration with medical professionals is also accepted.
• Data Skillset: Comfort in creating, collecting, and interpreting data to inform knowledge curation and management strategies.
• Multimedia Skills: Proficiency in basic video editing (e.g., Loom, Capcut, Descript), HTML website design, and image annotation tools to produce visually-driven documentation.
• Instructional Design: A strong passion for adult learning and training; confidence in creating instructional and training materials based on knowledge base content.
• Systems Thinking: An obsession with "findability"- understanding how tagging, SEO, and information hierarchy influence a user's ability to find answers.
• Communication & Change Management: The ability to act quickly and communicate updates clearly to multiple stakeholders during rapid product transitions.
• Attention to Detail: A "perfectionist" mindset regarding clinical accuracy, recognizing that even minor documentation errors can have significant clinical consequences in Dandy's field.

Bonus Points for:

• An understanding of Information Architecture (IA) principles for scaling global teams.
• Enthusiasm for incorporating AI searchability and content creation.

Benefits & Compensation

For full-time positions, Dandy provides a comprehensive array of best-in-class, inclusive benefits tailored to each country where the company operates. Typical local benefits packages include healthcare, dental coverage, mental health support, parental planning resources, retirement savings options, and generous paid time off. This ensures that Dandy team members are well-supported, regardless of their location.

The compensation for this role is $70,000 - $80,000 USD. Please note that the compensation listed for U.S.-based roles applies only to candidates working within the United States. Candidates located outside the U.S. will receive regionally adjusted compensation.

Equal Opportunity Employer

Dandy is an proud equal-opportunity employer. The company is dedicated to fostering a diverse and inclusive culture that celebrates authenticity to achieve collective success. Dandy does not discriminate based on 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 fully complies with the Americans with Disabilities Act (ADA) and is committed to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have questions beforehand, Dandy is committed to meeting your needs.

Data Privacy Notice

By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes, in accordance with the company's Privacy Policy and GDPR regulations. You retain the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests.