Content Lead, Cash App Customer Operations

  • Portland, OR
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic money app with over 15 million active monthly users.

Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year.

With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.

Job Description

Cash App’s Knowledge Operations Team believes an effective content strategy combined with clear, accurate content helps empower our customers and Customer Success Advocates to thrive. As the Lead of the Content Team within Knowledge Operations, you will work to execute on this vision by building the content strategy, technology, and staffing to lead this critical function. You’ll also be able to get hands-on with writing and editing for both internal and external (mobile/web) environments and bring new ideas for proactive, educational content to the table.

Our ideal candidate has deep experience leading a team of Content Specialists and implementing a robust content management system (CMS). The ideal person for this role has scaled content systems and processes to support a wide network of customer success advocates in multi-channel environments. Initially, this leader will need to be able to roll their sleeves up to solve day-to-day needs while building out the team and processes to scale communications.

This is a critical role in solving opportunities to address operational consistency and accuracy to establish a single source of truth for knowledge.

You will:

  • Manage a team of Content Specialists, and implement performance standards and benchmarks

    • Directly manage 1 individual to start and grow the staffing to meet future content demands

    • Drive professional growth and career development within the team through 1:1s, and regular team syncs. 

    • Deliver feedback on a regular basis

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

    • Responsible for all performance KPIs related to Advocate-focused content. Create and maintain reports and dashboards to monitor both leading indicators, and key metrics.

    • Partner with various teams on Customer Operations including the Voice of the Customer (VOC), Knowledge Operations, Product, and Customer Operations leadership to develop a more comprehensive self-service strategy and ensure accuracy in Advocate content.

  • Partner with Knowledge Operations Lead to evaluate and implement CMS solutions that deliver a dynamic content environment which supports chat, email, voice and self serve channels.

  • Ensure all content maintains consistency with Cash’s content standards and voice. 

  • Partner cross-functionally to ensure content needs are met for all new product features and internal Customer Operation’s communications.

  • Be willing to take risks and lead change

This position can be based in either Portland or St Louis.

Qualifications

You have:

  • 3-5 years of content or professional writing work experience

  • 2-3 years of people management experience

  • Experience with SalesForce, ZenDesk or other CRM/CMS systems is a plus

  • Excellent written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App's voice

  • Experience overseeing modern content management systems

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

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

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

  • A creative approach to problem solving

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, 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 each office’s corresponding state and city guidelines.