Content Specialist, Cash 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’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 a Content Specialist on the Content Team within Knowledge Operations, you’ll work to execute on this vision by delivering clear, concise and accurate information to Customer Success Advocates via knowledge base articles, macros, and other internal communications. Additionally, you’ll partner with Customer Operations Leaders to write internal communications and support efforts to simplify and provide content that supports all servicing channels. 

Our ideal candidate has experience as a  content specialist or copywriter, supporting both customer facing communications and internal Advocates. Initially, this team member will need to roll up their sleeves solving day to day needs while executing on communications related to product features and internal policies. 

You will:

  • Prepare and execute on a knowledge management strategy with the goal of improving quality while reducing the time Advocates spend searching for information.

  • Constantly improve on the knowledge management strategy through data analysis, user testing, and Customer Success Advocate feedback.

  • Play an integral role in the implementation of SalesForce knowledge, macros and the development of content management workflows.

  • Work closely with a group of subject matter experts by managing content development workflows to ensure knowledge base content is effective, complete, and always up to date. 

  • Partner with the Business Systems team to prioritize efforts that will enhance the effectiveness of the knowledge base.

  • Measure and report out on the effectiveness of knowledge management initiatives and key metrics.

  • Work closely with Learning & Development specialists to ensure knowledge base content aligns with what is being taught in training programs.

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

Qualifications

You have:

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

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

  • Outstanding organizational and planning abilities with the ability to meet tight deadlines

  • Demonstrated ability to manage projects effectively

  • Strong ability to partner and collaborate with business stakeholders

  • Data-driven decision maker

  • Enthusiastic, creative and self-motivated

  • Preferred experience in corporate or internal communications

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.