We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. And make it easier for customers to shop and pay at their favorite businesses. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Square’s Support Content Team believes an effective content strategy combined with clear, accurate content helps empower our sellers and supporters to thrive. In this role, you’ll work to execute on this vision by leading our talented team of content specialists, refining our creative yet scalable support content strategy, and using both qualitative and quantitative data to optimize and enhance our existing processes. You’ll also be able to get hands on with writing and editing for both mobile and web environments, and bring new ideas for proactive, educational content to the table.

You will:

• Manage a team of content specialists, and implement performance standards and benchmarks

• Develop and implement a scalable strategy for supporting Square’s frequently asked questions and top inquiry drivers

• Leverage qualitative and quantitative data to make decisions on how best to optimize and refine existing content and processes

• Write new, and edit existing support articles and macros, as necessary; maintaining consistency with Square’s content standards and voice

• Partner with our launch teams to ensure content needs are met for all new product and feature launches

• Partner with our SEO team to optimize our Support Center for self-service, and organic search traffic

• Be willing to break the rules

Qualifications

You have:

• 3-5 years of post-university work experience

• 2-3 years of people management experience

• Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Square’s voice

• The ability to dig into data, and put together strategic action plans as a result

• The ability to work cross-functionally with marketers, engineers, creatives, analysts, and product managers

• A proactive nature, and a high degree of motivation to go above and beyond

• A creative approach to problem solving

Even better:

• Prior experience and knowledge of Square hardware and software

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.