Remote-Customer Experience Technical Writer

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast\-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Customer Experience (CX) Technical Writer is responsible for developing and maintaining clear, structured work instructions and workflow documentation that guide frontline employees through complex customer interactions. This role translates product, system, benefit, and operational requirements into decision\-based workflows and process documentation designed for real\-time use within CRM and knowledge management platforms. Working cross\-functionally with Customer Experience, Product, Technology, and Operations, the CX Technical Writer ensures documentation is accurate, consistent, and aligned with frontline workflows, call handling processes, and regulatory requirements. The role supports content lifecycle management, continuous improvement efforts, and the development of scalable knowledge assets that enhance service delivery, employee performance, and operational efficiency.**Job Duties/Responsibilities:** * Translate product, benefit, technical, and operational requirements into clear, task\-based work instructions for customer experience teams * Rewrite, optimize, and maintain work instructions, incorporating dynamic workflows for real\-time use during customer interactions * Design and maintain decision\-based workflows (e.g., decision trees, branching scenarios) that guide frontline employees through complex service scenarios * Ensure workflows align with call flows, frontline behaviors, and real\-world use cases * Partner with internal stakeholders to understand product features, benefits, and operational updates and reflect them in documentation * Collaborate with Knowledge Management to maintain content structure, tagging, searchability, and lifecycle (creation, updates, archiving) * Integrate work instructions into training materials, performance support tools, and CX learning strategies * Establish and maintain documentation standards aligned with branding, style guidelines, and governance practices * Continuously update content to reflect system enhancements, regulatory changes, and business process updates * Incorporate feedback from Quality audits, leadership, and frontline employees to improve effectiveness * Contribute to building and maintaining a centralized, scalable, and AI\-ready knowledge base * Support business needs with timely delivery of accurate, high\-quality documentatio