Knowledge Specialist

Location

London | United Kingdom

Job description

Knowledge Specialist at Carebit

About Carebit

Carebit is a dynamic company revolutionising the digital landscape for private healthcare professionals in the UK. We specialise in developing beautiful and intuitive medical software that streamlines complex tasks, enhancing the efficiency of private medical practices and providing a great experience for patients. Our customers include cancer experts, consultants, surgeons, advanced nurse practitioners, physiotherapists, secretaries, and other medical staff who love using our platform daily to help them excel professionally.

Originally built as an internal tool by Dominic, a software developer (who still runs Carebit) and the son of a surgeon, the company has experienced substantial growth through word-of-mouth referrals and dedication to helping customers succeed in private practice. In 2023 we doubled in size - a testament to the quality of our product - and continue to grow with an exciting product roadmap into 2024. From the beginning, we have grown through our excellent customer support. No matter how big or small the query, our team is hands-on in working with customers to deliver prompt support, implement processes, and deliver innovative solutions. As a result, we are now further investing in our team by bringing in an exceptional Knowledge Specialist to support our customer support and product engineering teams and contribute further to the quality and depth of our product.

Role Overview

As our first Knowledge Specialist at Carebit, your primary responsibility will be to create, manage, and optimise comprehensive and user-friendly knowledge bases and documentation for our products and processes. Our initial focus is on enhancing and building out our existing Support site, a critical project aimed at providing exceptional support documentation to our users. We have invested in custom-building a personalised platform for this because, like all aspects of our product, we want to make it the best it can possibly be. When existing tools weren’t good enough, we built our own

We are looking for organised, analytical applicants who recognise the pivotal role of effective knowledge management and communication. If you embody these qualities, thrive on autonomy, and seek to make an impact with a small but growing team, we invite you to respond with a portfolio of your previous work and a cover letter detailing why you are the perfect fit for this exciting opportunity. This fully remote position is ideal for individuals passionate about contributing to a cutting-edge healthcare technology company.

Key Responsibilities

• Develop, maintain, and continuously improve the support section, knowledge base, and product documentation to a high standard.
• Collaborate closely with the product engineering and customer support teams to ensure documentation is accurate, effectively supports user needs and reflects the latest product functionalities.
• Curate and standardise the brand's tone, terminology, and communication methods, ensuring consistency across all materials.
• Translate intricate product details into clear, easily understandable documentation for a wide range of users.
• Liaise with design teams to produce assets (illustrations, explainer videos, etc.) to complement your work, enhancing the user experience and comprehension.
• Ongoing review and update of existing knowledge base articles and documentation to ensure accuracy and relevance.
• Communicate updates internally and externally to keep the team and customers informed and aligned.
• Implement knowledge management best practices and tools to facilitate easy access and usability of information.

Qualifications & Requirements

• A very high standard of written English.
• A keen interest in technology and an ability to think in terms of systems.
• Proven experience in knowledge management, technical writing, or a similar role with a robust existing portfolio of clear, easy-to-read documentation.
• Strong attention to detail and a commitment to quality; excellence and proactivity are expected.
• Ability to work independently and manage multiple documentation and knowledge management projects concurrently.
• Exceptional writing and communication skills, demonstrating the ability to convey complex information clearly and concisely.
• Proficiency in knowledge base tools, documentation tools like Microsoft Word and Adobe Acrobat, and content management systems like DatoCMS (preferred but optional).

Nice to Have

• Prior experience in healthcare technology or a related industry is a plus.
• Experience with building out API documentation (using Swagger, etc.).
• Technical ability (HTML, CSS, JS, JSON data structures).
• Experience in instructional design or educational content development.

Benefits

• Competitive salary in the range of £38k-44k based on experience, plus a discretionary annual bonus.
• 20 days of paid holiday plus bank holidays.
• Everything you need to work effectively - a laptop/MacBook is a given, but if you need a second monitor, a desk, or anything else, we will arrange that for you.
• Fully remote position within 4 hours of UTC (if UK-based, we enjoy periodic meetups in London every 2-3 months).

If you are ready to contribute to Carebit's mission and be part of an extraordinary team, we look forward to hearing from you!

Job tags

Salary

£33k - £46k per annum