Support Operations & Knowledge Lead

Job description

TL;DR: This role owns the systems and content that power great customer support at Hallow — our Help Center, our internal knowledge base, and the automations that put both to work. You'll be the connective tissue between what customers experience, what our support team needs, and what the engineers are building — translating clearly in all directions and making sure issues and bugs get addressed efficiently. What You'll Do: - Own and maintain our Help Center and support knowledge base, ensuring content is accurate, current, and written in a voice that reflects our mission and connects with users. As we expand international and B2B operations our knowledge systems need to scale accordingly. - Identify trends in user confusion and repeat questions — and proactively close those gaps through documentation, internal guides, and process improvements. You'll start with a support inbox rotation to ground your work in real customer experience before owning the systems that support it. - Serve as the primary intake and triage point for bugs and product issues reported by customers or internal teams — validating, de-duplicating, and prioritizing before escalating to Product and Engineering. -...