Support Content Media Specialist - Cash App

  • Portland, OR
  • Employees can work remotely
  • Full-time

Company Description

It all started with an idea at Square in 2013. 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, bringing a better way to send, spend, invest, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy. 

Check out our locations, benefits, and more at cash.app/careers to learn more!

Job Description

Cash’s Customer Knowledge team believes an effective content strategy combined with clear, accurate content helps empower our customers and Customer Success Advocates. As a media specialist on the Content team within Customer Knowledge, you will support Customer Success Advocates, teams across Cash Customer Operations, and our Cash App customers with product and business support through visual media. Day-to-day, the media specialist will work as the team’s acting video editor/producer, digital asset manager, and graphics creator for internal and external customer education. 

This role will collaborate closely with Content and Knowledge Operations Specialists, Product Managers, Cash Business Systems, Learning and Development, and other stakeholders to create a visual media library that both supports and educates our customers through videos, GIFs, images, and more. 

You will:

  • Manage and oversee the full end-to-end media (images, GIFs, videos, etc.) production process from concept to creation by drafting scripts, engineering and editing audio, editing videos, and publishing content

  • Collaborate with internal stakeholders to ensure media library addresses top inquiry drivers to Cash App support, as well as highlights key value propositions as defined by Marketing and Brand teams

  • Create and manage a structure for media asset organization with an emphasis on discoverability, accessibility, search optimization, and availability 

  • Establish, communicate, and measure KPIs to demonstrate the value media brings to Customer Knowledge and Cash’ ecosystem

  • Create guides and scalable workflows to add media assets in support content, automated responses, and other support tools

  • Prioritize and manage media requests from cross-functional partners and stakeholders

  • Follow Cash and CCO’s style and communication guidelines in every aspect—from visual to copy, music, and tone

Qualifications

  • Minimum 2 years experience using video and editing equipment (Proficient in video editing and screen capture software such as Screenflow, Final Cut Pro X, Adobe After Effects)

  • Creative and critical thinker with a keen ability to problem solve challenging issues

  • Great interpersonal and communication skills

  • Experience creating media in a support or customer service centric environment

  • Knowledge and good understanding of motion graphics and sound editing is preferred

  • Someone who can manage multiple projects, dependencies, and timelines at once to deliver on moving deadlines and launch calendars

  • Passionate about empowering Cash App customers through educational content that both solves problems and helps them grow their financial acumen 

  • Results driven with a strong ability to identify and drive for measurable results.

  • Positive, proactive, and motivated to go above and beyond to learn new skills and get things done

Even better, you have:

  • Financial or tech Industry experience

  • Direct understanding of Cash products and workflows 

  • Youtube content creation experience

  • A degree in Digital Animation 

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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