Content Specialist, Cash App

  • Philadelphia, PA, USA
  • Full-time
  • Alternate Location: St. Louis, United States

Company Description

Cash App is the fastest growing financial brand in the world. Initially 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 app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

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 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 for Cash Customer Operations (CCO) teams and our customers.

This includes empowering Customer Success Advocates via knowledge base articles, macros, and other internal communications. You’ll also partner across product teams to develop and update customer-facing support content, including web and in-app support. In addition, you will 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 is a great communicator, problem-solver, and has experience creating content and copy, supporting both customer facing communications and internal Customer Success Advocates. This team member will become the content expert in particular product and process-related workstreams, while also 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 knowledge, quick text, and the development and documentation of content management workflows for different customer support channels (including real time, messaging, web

  • Partner with Product, Learning & Development, Voice of Customer, and Business Systems to prioritize efforts that will enhance the effectiveness of the knowledge base and ensure knowledge aligns with training and product workstreams. 

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

  • Work with Advocates and other CCO Support teams to continuously review, respond to and incorporate recommendations for knowledge updates and communication.

Qualifications

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

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

  • Outstanding organizational and planning abilities with the ability to meet tight deadlines; a proven learner

  • Enthusiastic, creative and has the ability to partner and collaborate with business stakeholders

  • A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our team

  • Preferred experience in communications; media experience a plus 

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 local guidelines.