About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

About the role

• 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

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!