The Sr. Support Content Strategist is responsible for developing, implementing, and maintaining the support content strategy for partner, administrator, and member-facing Help Centers across Inspira's white-label platform. This role leads the creation, governance, optimization, and delivery of self-service support content, ensuring information is accurate, accessible, scalable, and aligned with partner-specific requirements. This position collaborates closely with Support, Implementation, Product, UX Writing, Compliance, and other stakeholders to drive content effectiveness, support successful partner implementations, and improve the overall user experience through data-driven content strategies.
1.Develop, prioritize, and manage the support content backlog across Health Wallet, Health Wallet Manager, and related platforms.
2. Create, maintain, and optimize support content for multiple audiences, including members, organization administrators, and partner administrators.
3. Configure and launch Help Center libraries for new partners by adapting existing content to partner-specific branding, benefit plans, and program requirements.
4. Partner with Implementation teams to support partner onboarding and Help Center deployment activities in alignment with go-live timelines.
5. Develop and maintain content strategies that support white-label, single sign-on (SSO), API, and other platform configurations.
6. Establish and maintain governance standards to ensure content quality, consistency, accuracy, and scalability across multiple Help Center libraries.
7. Collaborate with UX Writers, Product teams, and subject matter experts to develop and update content supporting product enhancements and feature releases.
8. Monitor and analyze Help Center performance metrics, including search activity, self-service utilization, article effectiveness, support trends, and ticket deflection data.
9. Identify content gaps, improvement opportunities, and emerging support needs using customer and operational data.
10. Optimize content discoverability and usability across Help Centers, search functions, and AI-powered support tools.
11. Develop and maintain content standards, taxonomies, workflows, and best practices that support effective knowledge management.
12. Build and maintain collaborative relationships with Support, Implementation, Product, Compliance, Legal, and other stakeholders.
13. Provide guidance and expertise on support content strategy, governance, and knowledge management practices.
14. Perform other duties as assigned within the nature and level of work.
Requirements:
- Bachelor's degree in Communications, English, Journalism, Technical Writing, Marketing, Information Science, User Experience, or a related field
- Minimum of six (6) years of experience in help center management, knowledge management, content strategy, editorial operations, or technical content development, with atleast two (2) years in a senor or lead role
- Experience managing content across multiple audiences, product configurations, brands, or regulatory requirements
- Experience developing content governance frameworks, taxonomies, standards, and knowledge management processes
- Experience analyzing content performance metrics and using data to drive content strategy and prioritization
- Ability to develop scalable content frameworks and governance models across multiple content libraries
- Experience writing and managing content for multiple audiences, preferably within a B2B2C environment
- Excellent written, verbal, and interpersonal communication skills
- Strong editorial judgment and ability to communicate complex topics in clear, user-friendly language
- Ability to influence and collaborate effectively with cross-functional stakeholders
- Strong project management and organizational skills with the ability to manage multiple priorities simultaneously
- Ability to identify process improvements and drive operational consistency across content programs
- Experience working in highly regulated industries or environments with compliance review processes preferred
- Familiarity with health spending benefits, including HSA, FSA, HRA, LSA, and commuter programs.
Req Benefits:
The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.
Compensation: $92,000-$112,000 per year
Additional Details :
Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.
Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.
Join us on our journey as we work together to take on the complex and the everyday-turning collective effort into life‑changing impact that enriches lives and helps build a better future. Learn more at inspirafinancial.com.
We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday). This requirement does not apply to support specialist positions.
Don't meet every single requirement? That's okay. At Inspira Financial, we know growth comes from people who are willing to learn, challenge themselves, and aim higher. We value individuals who lead with heart, cultivate trust, and collaborate to win together. If you're energized by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, Inspira Financial could be the right next step in your journey. We look forward to receiving your application.
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners - helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
