Content Strategist & Knowledge Manager, Cash App

  • St. Louis, MO
  • Employees can work remotely
  • Full-time
  • Alternate Location: Atlanta, United States

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

As Content Strategist and Knowledge Manager, you will own the content design and roadmap for improving content delivery for internal customers (primarily knowledge base for Customer Success teams) and external customers as needed. Day to day, this includes understanding and developing our Content Management System (CMS) and Knowledge Base architecture to meet our users needs, partnering with technical teams to bring that design to life, and continually evaluating it for ways to improve. 

The ideal person for this position is passionate about helping customers, and understands user experience and/or learning design principles. You will be the team expert in content structure and management, and shape how we organize information in a way that’s clear, digestible, replicable, and scalable. You plan for the knowledge base and CMS of the future - from machine learning to AI powered learning paths. You have a track record of working closely with content creators and production teams, balancing projects, and using data to drive your decisions.

You will:

  • Lead the overall design, development, implementation, structure, and maintenance of knowledge systems  (for internal and external customers), and engage with technical teams to prioritize and build our solutions 

  • Define requirements and build plans to improve our internal Knowledge solution that will deliver on all business requirements

  • Elevate current knowledge base and workflows to deliver engaging Support content on time, in full

  • Ensure our knowledge architecture showcases and supports the quality, consistency, and voice of our content 

  • Build strong relationships and feedback loops to help inform content development and improve existing knowledge bases (from Advocates, customers, key business partners)

  • Support global business needs by incorporating content localization and translation into knowledge management lifecycle 

  • Work with Customer Success channels, Shared Services, and other business units to develop knowledge/ help content templates that meet their channel and needs, along with managing a recurring audit cadence 

Qualifications

You have/are:

  • 4+ years of experience in content creation and strategy

  • Strong background in content design and CMS management (Salesforce, Contentful, and.or Sprinklr experience a plus) 

  • Great interpersonal and communication skills with experience working with multiple stakeholders including technical teams

  • Familiarity with continuous improvement principles, including content tagging, qualitative user testing, Search Optimization, 

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

  • Passionate about empowering Cash App and all of our customers (inside and outside the organization) through educational content that both solves problems and helps them grow their financial abilities

Even better, you have:

  • Financial or tech Industry experience

  • Foundational understanding of HTML, CSS, and Google Tag manager

  • Direct understanding of Cash products and workflows 

This role is open to all CCO sites (St. Louis MO, Atlanta GA, Philadelphia PA, Portland OR) & US-Remote. 

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. 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.

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