Copywriter, Cash Customer Operations
- Portland, OR, United States
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.
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
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.