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.

• 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 

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.