Jobs and Careers

Technical Writer, Customer Success

Scottsdale, United Statesfull_timeVerifiedPosted 25 Aug 2023

💰 $139,600/yr($97,100/yr – $139,600/yr)

About the role

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

As a Technical Writer, you'll join a growing content operations team – part of Talent Enablement and nestled within Customer Success – whose vision is to ignite excellence for every Customer Success advocate on earth. You’ll actualize this vision by overseeing all parts of the content lifecycle–planning, researching, creating, editing, localizing, translating, approving, publishing, and maintaining–for internal Customer Success policies and standard operating procedures. In collaboration with dozens of teams and stakeholders across the enterprise, you’ll demystify complex technical concepts and distill them into easily digestible, findable documentation.

You’ll spearhead internal team projects, move the needle on greater strategic priorities, build an inclusive team culture of continuous learning and growth, and champion knowledge sharing across Customer Success and beyond.

You Will

Deep dive into the inner workings of our products, services, and technology to convey their process intricacies with remarkable clarity
Anticipate and understand user obstacles through regular communication and user experience research (and have an innovative mindset for resolution)
Comply with preset standards on language, writing style, structure, and format
Embark on a collaborative journey with our Globalization partners and international SMEs to understand how information resonates with a global audience, seamlessly crossing borders and ensuring access to information
Stay ahead of the curve by keeping up with industry trends, best practices, and emerging technologies, and share insights to continually improve our documentation processes and standards
Collaborate with Learning Design to create visually captivating and dynamic documentation that incorporates diagrams, screenshots, and other visual aids
Support integration of complex taxonomies and ontologies to solve complex knowledge management issues, namely navigability
Work to determine and document project scope, deliverables, prioritization goals, risks, blockers, success measures, resources needed, and downstream impacts through SoW and project management software

Qualifications

You Have

You put people first.
You're technically inclined and learning the nuances of new software and applications comes naturally.
You welcome technical challenges
You pay exceptional attention to fine detail and strives to develop professional, cunning edge deliverables.
You independently drive the successful completion of nebulous projects through systematic project management.

Critical Competencies