The Content and Communications team on Customer Knowledge is looking for a Lead to help grow the team, ensure delivery of timely and accurate information for internal teams and customers, and increase content adoption. You will manage the performance of a growing team of Content and Communications Coordinators and Content Specialists. Coordinators each support 1-2 larger product workstreams and own continuous improvement for internal Knowledge Base; Specialists are aligned to multiple product areas and develop and launch feature-related content (from updates to new launches).  

Day-to-day, the Content Team Lead will build a high-performing team, bring awareness to Content projects and success, guide strategy for the team, and identify continuous improvement opportunities. 

Reports to: CCO Content & Communications Lead

You will:

• Lead and measure a growing team of Content Coordinators and Specialists, including team strategy for CCO workstream alignment, hiring, coaching, and on-going development

• Guide delegation of work among team, including workstream alignment and speciality projects

• Set clear expectations and drive improvements around communication launches, timelines, and cadence for team (KPIs)

• Manage Content ticket system (currently Jira ServiceDesk) and share trends and areas for improvement, including automation, reporting, triage, and prioritization

• Ensure large-scale projects are sufficiently supported by aligning Content support, and own related strategy initiatives, in collaboration with Customer Knowledge and business DRIs 

• Create guides and scalable processes for the team (e.g. tutorials, onboarding) including communicating the team’s value and impact

• Build great relationships with functional teams through recurring meetings and initiative mapping

• Report on core metrics and KPIs for team, and provide updates to Lead and stakeholders on projects (example: Help Center content audit - report and act on customer views, contact rate, etc, and make recommendations to Content, Voice of Customer, Marketing, and Product)

You have:

• 1+ years relevant experience writing/editing content and 1+ years of successfully managing customer-facing teams (with the metrics to show for it)
  OR

• 2+ years of technical/product content creation experience with examples of launching large projects, measurable results, and improvements to content launch workflows

• Experience working within high levels of ambiguity (new teams, systems, processes)

• Strong interpersonal and communication abilities - you can break down complex topics and build partnerships

• Data driven, including experience establishing, reporting on, and empowering team to achieve Service Level Agreements (SLAs) and/or KPIs

• Proven ability to develop direct reports, and can hold team members and cross-functional partners accountable to shared expectations

• A passion for empowering Cash App customers and direct reports through educational content that both solves problems and helps them grow 

Even better, you have:

• Financial or tech Industry experience

• Direct understanding of Cash products and workflows 

• Experience with a large CMS and/or scalable content

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

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.