As a Globalization and Localization Content Specialist, you will be responsible for shaping the strategy for delivering effective and fully localized customer support content experiences to our international customers. Day-to-day, you will develop and improve processes to move content efficiently through the pipeline while maintaining high standards of quality and accuracy, and establish best practices for customizing content for local markets. This includes building relationships with internal Cash Customer Operations teams, cross functional Product Managers, Product Writers, and external vendors. 

The ideal person for this position is passionate about helping customers, and has a strong content background with a localization and content background and knowledge of Computer Aided Translation/ Translation Management System (CAT/TMS) tools. You have a track record of working closely with editorial, translation, and production teams, and balancing daily deadlines with concurrent projects. 

You will:

• Develop the end-to-end strategy for effectively translating and localizing Support (Help-based) content for customers, alongside the Content & Communications Lead, Change Management Lead, and Product teams

• Define requirements and build roadmaps for localization tools/infrastructure and engage with technical teams to prioritize and build those solutions 

• Create and manage a structure for adapting short and long-form support content (web, in app, quick text, knowledgebase) to gain local perspectives, tailoring content accordingly to resonate with our customers in target markets

• Measure the impact and efficacy of localization efforts

• Develop updates and communication for internal stakeholders 

• Work with Copywriter, PMs, and other subject matter experts to develop local-specific glossaries and system to QA content translation (voice and tone that are consistent with our brand) 

• Prioritize and manage support content needs and cadence around Product Launch calendars alongside Change Management team

• Establish relationships connecting Cash Customer Operations and our partner teams with in-country teams

You have/are:

• 5+ years of experience in content localization and management

• Strong background in international markets, creating and/or customizing content for specific locales

• Familiarity with translation and localization processes and tools

• Demonstrated experience working with vendors or outside agencies on translation and localization needs

• Creative and critical thinker with examples to your ability to solve challenging issues

• Great interpersonal and communication skills with experience working with multiple stakeholders

• Able to manage multiple projects and adhere to launch calendars 

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

Even better, you have:

• Financial or tech Industry experience

• Native fluency in languages other than English

• Direct understanding of Cash products and workflows 

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.