Knowledge Base Manager at Haven Life

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Haven Life is an insurtech innovator at MassMutual that offers a new way to get life insurance online that's actually simple.

We combine the culture of a startup with the stability and backing of a Fortune 500 company to create an environment that's truly unique.

Our diverse team is comprised of smart, collaborative people who think big, execute quickly and don't take themselves too seriously. We're located in New York's Flatiron District and in case you're wondering, yes, we provide free snacks. Cold brew too.

If you're creative, professional and kind, we'd love to hear from you.


ABOUT THIS ROLE:

We're a MassMutual-owned company with a new product that started in 2016.  We are looking for someone to enhance and revamp our virtual knowledge base so customers will actively seek our online, self-directed, learning portal because of the immense value the portal provides. To create such an environment, you will need to fully understand what drives customer behavior to self-serve, the customer experience, frequently asked questions and common issues.

Although you don’t need the technical knowledge depth of a Developer Support Engineer, you need to be tech-savvy and interested in the DevOps world and jargon.  You also need to be creative, proactive, have a bunch of ideas about how to improve our KB infrastructure and architecture and excited about the purpose of content serving knowledge.  An output of your creativity and content creation/curation should be an active reduction in customer support center calls and an environment that shows active engagement.

Individuals must be able to format articles, content, videos and the like so that they appear in a professional manner on Zendesk's Guide site. Must be proficient in writing in US English. We plan on having 200-300 articles by the end of the year 2020, so you are expected to edit/write about 1-2 articles a day. You will be gathering information on the articles from communications with our developers, from reviewing tickets, listening to voice calls, and testing our software. The job would involve reformatting existing documents into Zendesk Guide as well as creating your own documents.


SKILLS AND EXPERIENCE:

  • 3+ years of direct experience in a similar position
  • Create standards and best practices for writing and publishing processes
  • Redesign customer care's current knowledge base content and enhance Covepath’s end-user web support experience
  • Work with subject matter experts to develop content that addresses customer needs
  • Document customer support policy and procedures 
  • Develop ideas on optimizing our knowledge base content (adding video casts, engaging landing pages, etc.)
  • Contribute to creating internal documentation for training and agent job aid reference
  • Proven project management, multitasking & prioritization skills

PREFERRED SKILLS

  • Content Management experience preferably from a SAAS company in the 
  • Life insurance industry experience 
  • Experience building knowledge base solution with Zendesk Guide 

BENEFITS:

We have a stellar team of co-workers, a really cool office, and lots of fun activities. Oh yeah, and we pay competitive base salaries and we reward performance. Our salary structure is commensurate with experience. In addition, you will be eligible to participate in our comprehensive benefits program including medical insurance and 401(K).

The privacy of your personal information is important to us, click here to review our privacy notice.




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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • PostgreSQLDatabases

Location

We're located in the heart of Manhattan's Flatiron district, surrounded by tons of great food and hangout spots. Close to the subway and the park.

An Insider's view of Haven Life

How would you describe the company’s work-life balance?

The work life balance here is defined by the ability to not have to choose between work and life. I don't have to choose between being successful at work and being successful in the things that make me happy. It's fulfilling to be at a place where you can put in the work and also enjoy the fruits of your labor.

Nick

Developer

What does your typical day look like?

I start my day with a team standup. Then it’s meetings, heads-down coding time, or collaborative work for the rest of the day. I eat at my desk when it’s busy, but I prefer to take a walk outside or get lunch with coworkers at one of the great food places nearby. I may meet with other teams to discuss projects or do a 1-on-1 with product or design.

Jasmine

Developer

How does the company support your career growth?

During my first week at Haven Life I was immediately entrusted with high-impact projects. I was given the opportunity to tackle difficult problems and engineer solutions. Career growth at Haven Life is learning-based, if you have a passion for learning, your managers and team will support your goals.

Natasha

Information Security

What unique initiatives do you have that encourage innovation?

In 2019 we hosted the Innovation Challenge, a year-long contest to develop employee-generated innovations in the life insurance space. By design, the challenge brought together employees to brainstorm ideas, pitch product ideas, develop proof of concepts, and later build the winning products in a way that was self-driven yet internally encouraged.

Todd

CTO

What makes someone successful on your team?

A successful person on a Haven Life team is open to tackling new challenges and sees them as opportunities rather than obstacles. We're growing quickly as a business, plus the conventional industry needs updating, so a Haven Life team member needs to be flexible and be okay with a little bit of ambiguity.

Khuyen

Product Manager

What are Haven Life Perks + Benefits

Culture
Volunteer in local community
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift, Matching Time and Volunteer Time Off Programs.
Partners with Nonprofits
Every year, our parent company, MassMutual and the MassMutual Foundation invest more than $20 million focused on advancing economic opportunity.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A health care flexible spending account (FSA) allows employees to save money on a before-tax basis for eligible medical, dental and vision expenses, subject to IRS limits.
Dental Benefits
Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).
Vision Benefits
Health Insurance Benefits
To learn more about our Health and Welfare Benefits please visit: https://www.massmutual.com/-/media/files/ employee_benefits.pdf
Life Insurance
For more information about our Life Insurance Benefits please visit: https://www.massmutual.com/-/media/files/ employee_benefits.pdf
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
In addition to our 401(k), MassMutual a cash balance plan that provides an account-based pension benefit based on accruals of pay credits and interest credits.
401(K) Matching
Performance Bonus
Match charitable contributions
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift and Matching Time Programs.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent care flexible spending account to allow you to set aside before tax dollars to pay for certain eligible child care expenses.
Generous Parental Leave
Leave for birth mothers of 18 weeks of fully paid leave. Non-birth mothers, fathers and adoptive parents eight weeks of fully paid parental leave.
Flexible Work Schedule
Flexible work arrangements, including telecommuting, are available in many departments across the company.
Family Medical Leave
Caregiver leave: Up to two weeks paid leave to care for a loved one. Bereavement Leave: 15 days of paid time off to grieve the loss of a loved one with the employee defining who the loved one is.
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid holidays: 9 fixed and 1 floating. Vacation: starts at 19 vacation and personal days per calendar year, with increases at 5-year service intervals.
Paid Volunteer Time
Three days of paid time off is available to employees annually to give back to their communities, by sharing their time and talent with a cause close to their heart.
Paid Holidays
Paid Sick Days
Occasional illness: up to 5 days per calendar year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

To learn more about our comprehensive benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

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