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Role Description

As the Content Manager for Claims Technical Documentation, you will own two critical pillars of content at Reserv: technical claims documentation and customer communication management.

You will build upon and maintain the comprehensive knowledge base that enables our claims teams to handle claims with precision, while simultaneously managing all communication templates within our claims management system to ensure every claimant interaction is clear, empathetic, and professional.

On the technical documentation side, you will maintain our complete documentation library, and develop standard operating procedures, claims handling guidelines, and other materials that serve as the operational backbone for our growing claims organization. On the communication side, you will own our complete library of CMS templates.

From initial acknowledgment letters to status updates, payment notifications, and closure communications, you will ensure consistency and quality across all claimant touchpoints.

Working closely with Claims Operations, Compliance, Onboarding, and Customer Success teams you will be the bridge between technical complexity and clear communication.

We're looking for someone with a deep understanding of claims who can dive deep into claim operations, interview subject matter experts about technical processes, and then craft both internal documentation and external communications that make complex information accessible and actionable.

What you'll do

• Technical Documentation Development: Create and maintain comprehensive claims handling documentation including standard operating procedures, workflow documentation, desk-level procedures, and other reference materials that enable adjusters to handle claims consistently and accurately across multiple lines of business and claim types.
• CMS Communication Template Management: Own the complete lifecycle of communication templates within our claims management system, including creating, testing, maintaining, and optimizing templates for letters, emails, SMS messages, and other claim party touchpoints to ensure consistency, clarity, and quality across all external communications.
• Cross-Functional Collaboration: Partner closely with Claim Operations, QA, Compliance, Training, and Customer Success, and Claims leadership to gather requirements from subject matter experts, validate technical accuracy, and ensure documentation and templates support operational objectives, process changes, and system enhancements.
• Structured Communication: Partner closely with Claims Operations and Change Management to ensure the organization is informed of updates to technical documentation and related communications. Ensure that all databases are easily searchable and referenced for relevant stakeholders.
• Continuous Improvement and Analytics: Leverage feedback from adjusters, Customer Success, and QA to identify documentation gaps, improve template effectiveness, and proactively update materials to reflect process changes, best practices, and evolving business needs.

Qualifications

• 8+ years of claims handling or claims-related experience, preferably across multiple lines of business
• Demonstrated ability to create both technical documentation for internal teams and customer-facing content, with strong attention to detail, accuracy, clarity, and user experience
• Strong project management skills with experience coordinating with multiple subject matter experts, and delivering against competing priorities and deadlines
• Proficiency with documentation tools and content management systems (e.g., Notion, Google Workspace, claims management systems)
• Excellent written and verbal communication skills with meticulous attention to detail, technical accuracy, and the ability to adapt tone for different audiences
• Self-starter mentality with the ability to work independently, ask clarifying questions, and navigate ambiguity in a fast-paced, evolving environment

Preferred Qualifications

• Experience in claims leadership, training, quality assurance, or audit functions
• Experience managing communication templates or customer-facing content at scale, ideally within a CMS or similar platform
• Background in client services or account management within claims or insurance
• Experience supporting client onboarding or implementation processes
• Familiarity with claims systems, reporting tools, and documentation platforms

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!
• Additionally, we will listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
• Work toward reducing and eliminating all the administrative work from an adjuster role
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment