Content Specialist, Support

  • Full-time

Company Description

We started with a simple idea—that everyone should be able to accept credit cards—and we’ve been rethinking buying and selling ever since.

For sellers, we’re creating one cohesive service to run your entire business, from a register in your pocket to analytics on your laptop. For buyers, we’re making it faster to order from the businesses you love and more fun to pay your friends back.

Buying and selling sound like simple things—and they should be. Somewhere along the way, they got complicated. We’re working hard to make commerce easy for everyone.

Job Description

Square’s Support Content Team believes an effective content strategy combined with clear and accurate communication empowers our sellers to resolve their own issues, and maximizes their use of Square. Friendly, empathetic, yet informative macros and articles help our Supporters maintain efficiency, availability, and job satisfaction. In this role, you’ll work to execute on this vision by creating content that both supports and delights our external and internal customers. You understand people need help, and enjoy teaching them “how to fish” while still finding ways to quickly resolve their problems through the use of good content.


You will:

  • Partner with multiple cross-functional teams to develop and maintain clear, accurate, and compelling content that helps sellers to resolve their issues, and maximize their use of Square

  • Ensure your content is consistent, intuitive, and reflective of Square’s tone and voice

  • Manage multiple content projects, dependencies, and timelines at once; deliver on moving deadlines

  • Collaborate with country market teams to localize, and provide content support across multiple locales

  • Leverage experiments, seller feedback, Supporter feedback, and other data points to improve existing content and team processes

  • Be willing to break the rules 😉


Qualifications

You have:

  • Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, empathetic, jargon-free language using Square’s voice

  • Strong editing skills, with the ability to quickly identify style and grammar errors

  • An understanding of how to write for self-service resolution and education, while conveying enthusiasm and empathy

  • A proven track record of high-performance in your current role, strong attention to detail, excellent time-management and organizational skills, and a creative approach to solving problems

  • Comfort in working with short, or flexible timelines, and with evolving tools

  • A proactive nature, a positive attitude, and a high degree of motivation to go above and beyond to learn new skills and get things done


Even better:

  • Prior experience and expert knowledge of Square hardware and software

  • Experience in creating annotated screenshots, gifs, and screencast videos

  • Experience in using Google Analytics, and other tools, to measure the effectiveness of content initiatives

  • A basic understanding of HTML and markdown

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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