- Atlanta, GA
Square’s Customer Success Content Team aims to empower our sellers to start, run, and grow their business by taking advantage of Square’s ecosystem. Our simple, straightforward, and accurate content equips our Sellers to get answers to their questions while simultaneously learning how to maximize their use of Square. We believe it is critical for our content to maintain a consistent tone, language and writing style across all support channels to best guide Sellers to answers. As a Content Editor, you will work closely with Content, Media and Chatbot specialists to deliver and improve support content with consistency that fosters a sense of trust with sellers. In this role, you’ll collaborate on our shared vision to create content to support and educate our external and internal customers in a variety of ways.
Drive the editorial strategy and manage external and internal teams and creators to deliver content against that strategy.
Review, proofread and edit all newly drafted content for consistent writing style, tone and language.
Mentor, coach and provide feedback to the content team on edits to existing content in Square’s support center, media assets or automations to improve writing style consistency across Square’s support content team (and larger Scalable org).
Collaborate with product teams, marketing, sales, customer success (Beta, Seller Community, etc.) and other key stakeholders to promote one consistent voice of Square CS.
Document support content, media and chatbot writing styles and best practices through the creation and maintenance of new Square writing style guides.
Identify and document key areas and themes leading to an inconsistent voice from Square.
Develop and prioritize projects (individual or team based) to strategically update and implement writing styles to increase the customer experience and self service rate.
Improve launch workflows and product translation indexes in partnership with Square’s Globalization team and translation vendor(s).
5 years of work experience, with 3+ years demonstrating editorial judgment, writing, and managing complex content projects required.
BA/BS degree preferred, English major is a plus!
Enthusiasm about editing with a sharp eye for style and grammatical errors and an affinity for AP Style.
Experience with SEO writing best practices and familiarity with Google Analytics (or other tools) to measure the effectiveness of content initiatives.
Expertise in writing for different formats and mediums including long-form, short-form, video, social media and web.
Experience navigating highly collaborative and dynamic organizations with a high amount of detail and organization.Collaborative team builder with strong interpersonal and relationship-building skills.
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources