Content Team Lead - Support Center Content
Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.
Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.
Check out our locations, benefits and more at cash.app/careers.
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. Entry Content Specialists 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
Lead and measure a growing team of Content 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 (e.g., Help Center content audit - report and act on customer views, contact rate, etc, and make recommendations to Content, Voice of Customer, Marketing, and Product)
This role is open to all CCO sites (Portland OR, Atlanta GA, St. Louis MO, Philadelphia PA) & U.S-Remote
1+ years relevant experience writing/editing content and 1+ years of successfully managing customer-facing teams (with the metrics to show for it)
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. Block 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.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.