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. 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 Risk Operations team focuses on mitigating fraud and credit risk, and representing our sellers when they receive a chargeback. We believe an effective content strategy combined with clear and accurate communication empowers our sellers to provide accurate documentation about their business and to challenge chargebacks effectively. Straightforward, empathetic, and informative emails and articles help our Risk agents maintain efficiency by helping our sellers understand what information is being requested and why.

You will:

• Partner with multiple cross-functional teams to develop and maintain consistent and accurate content that helps reassure sellers and direct them to provide the right information about their business and transactions

• Simplify messaging to reassure customers during a complicated and potentially stressful experience while ensuring content is reflective of Square’s tone and voice

• Manage multiple content projects, dependencies, and timelines at once; deliver on moving deadlines

• Collaborate with country market teams to localize, and provide content support across multiple locales

• Leverage experiments, seller feedback, feedback from Risk agents, and other data points to improve existing content and team processes

You have:

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

• Strong editing skills, with the ability to quickly identify style and grammar errors

• Strong analytical skills and a risk mitigation mindset that allow you to think and act strategically around areas of opportunity

• An understanding of how to convey enthusiasm and empathy while protecting Square's internal controls

• A proven track record of high-performance in your current role, demonstrable project management skills, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems

• Comfort in delivering consistently high-quality work within short or flexible timelines, and with evolving tools

• Experience in managing relationships with cross-functional partners and balancing competing priorities across multiple stakeholders

• A proactive nature, a positive attitude, and a high degree of motivation to go above and beyond to learn new skills and get things done

Even better:

• Experience and/or expert knowledge of Square hardware and software

• Prior experience in the technology, payments and/or risk industries

• Experience with the theory and practice of educational content creation

• Experience in creating annotated screenshots, gifs, and screencast videos

• Experience in using Google Analytics, and other tools, to measure the effectiveness of content initiatives

• A basic understanding of HTML and markdown

• Experience in localization

• Fluency in French or Spanish

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.