Customer Support, Content Specialist

  • Full-time

Company Description

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.

Job Description

Square’s Support Content Team believes an effective content strategy combined with clear and accurate communication empowers our sellers to resolve their own issues, and maximize their use of Square. Friendly, empathetic, yet informative macros and articles help our Supporters maintain efficiency, availability, and job satisfaction.

In this role, you’ll work to execute on this vision by creating content that both supports and delights our external and internal customers. You understand people need help, and enjoy teaching them “how to fish” while still finding ways to quickly resolve their problems through the use of effective content.

You will:

  • Partner with multiple cross-functional teams to develop and maintain clear, accurate, and compelling content that helps sellers resolve their issues, and maximize their use of Square

  • Ensure content is consistent, intuitive, and reflective of Square’s tone and voice

  • Manage multiple 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, feedback channels, and other data points to continually improve existing content and processes

  • Be willing to break the rules 😉


Qualifications

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

  • An understanding of how to write for self-service resolution and education, while conveying enthusiasm and empathy

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

  • Comfort in working with short, or flexible timelines, and with evolving tools

  • 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

  • 2+ years experience in a similar role

Even better:

  • Prior experience and expert knowledge of Square hardware and software

  • Experience creating annotated screenshots, gifs, and screencast videos (Adobe Photoshop)

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

  • A basic understanding of HTML and markdown language

Additional Information

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.

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