Copywriter, Cash Customer Operations

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

The Knowledge Operations team was founded on the idea that education, collaboration, and an effortless change management experience helps our Customer Advocates and Customers thrive. As a Copywriter on the Content Team within Knowledge Operations, you’ll craft clear, concise and accurate copy for Customer Success Advocates as well as internal communications. You’ll partner with product and Cash Customer Operations Leaders to write and curate communications for rapidly evolving workstreams and change initiatives, contribute to our overall copy standards, and ensure our writing reflects the Cash App voice.

We’re looking for an experienced copywriter to elevate our copy and content for a variety of audiences and channels. Our ideal candidate is proactive and an excellent writer and communicator who has experience distilling complex, technical topics into succinct, customer-centric language.

You will:

Constantly improve on our knowledge management strategy through content evaluation, data analysis, user testing, and Customer Success Advocate feedback, including auditing existing messaging.
Ensure knowledge base content aligns with Customer Success Advocate needs and workflows, and content is consistent across channels.
Work closely with project and team leads to distill complex business processes and technical information into clear, compelling copy in support of product launches, policy changes, feature updates, training and development, and other initiatives as needed.
Play an integral role in the use and standardization of style and copy guidelines across Cash Customer Operations and project manage key content initiatives.
Work on deliverables for a variety of channels, including email, Macros, web pages, presentations.
Measure and report out on the effectiveness of knowledge management initiatives and key metrics.
Thrive in an ambiguous environment where you are encouraged to take risks.

This position is based in Portland or St Louis

Qualifications

You have:

A degree in technical communications, English, Journalism, or similar field.
4+ years’ experience in business, technical and/or customer support writing.
A creative approach to problem solving and ability to work independently. You like to take initiative.
Proficiency with using a content management system and G Suite. Editorial tools expertise a plus.
Editorial experience - a proven ability to proofread and take other people’s copy to the next level.
A portfolio of work that includes different content-rich mediums (product and customer support as well as brand communication).
The ability to quickly prioritize and move between competing projects.
Great relationship-building skills. You operate with a “one team” mindset.
A desire to own the copywriting process, from requirements gathering to writing, editing, testing and iterating on copy.

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.