Technical Writer & Content Analyst

DescriptionAbout UsAt Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.Position SummaryWe are seeking a Technical Writer / Content Analyst to rebuild and modernize Gifthealth’s knowledge ecosystem, including internal agent-facing documentation and public-facing content. This position plays a key role in supporting Operations and Customer Experience by creating clear, accurate, and scalable documentation that drives consistency, operational excellence, and effective knowledge management across the organization.Key ResponsibilitiesLift and shift the existing knowledge base from Google Sites to Zendesk (or other recommended platform).Audit and organize agent workflows.Write and maintain public-facing Help Center content for customers.Create process maps for technical, operational, and cross-functional workflows.Collaborate with Operations, CX, Pharmacy, and Engineering to gather requirements and validate documentation accuracy.Standardize agent communication scripts, canned responses, and macros.Implement content structure, taxonomy, and governance standards for long-term scalability.Ensure documentation remains accurate, up to date, and compliant with quality expectations.QualificationsExperience: 2–5 years of experience in technical writing, content analysis, operations documentation, or related field.SkillsExceptional writing, editing, and verbal communication skills.Extreme attention to detail and ability to simplify complex processes.Experience creating SOPs, process maps, or workflow documentation.Strong organizational and project management skills.PreferredExperience with Zendesk products including Support and Guide (Help Center).Experience in fast-paced or operational environments.Ability to work cross-functionally and collaborate with technical, operational, and customer-facing teams.Natural problem-solver.Demonstrated ability to produce high-quality, structured, and user-friendly documentation.Work EnvironmentLocation: RemoteSchedule: Full-time May require availability during peak operational periods or for urgent documentation updates.Regular meetings with Operations, CX, Pharmacy, and Engineering teams for alignment and content review.Key Essential Functions [example below key provision - you may require others]Must be able to remain in a stationary position for extended periods while writing or reviewing documentation.Must be able to work on a computer for the entire shift.Must be able to attend virtual meetings with cross-functional teams.Employment ClassificationStatus: Full-timeFLSA: ExemptEqual Employment Opportunity (EEO) StatementGifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!DisclaimerThis job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.