Customer Experience Content Writer (Contract)

OUR STORYQuince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUESEVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESSQuince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE ROLE The Customer Experience Team is looking for a Content Writer on a contract basis. The Content Writer will report to the Manager of Training and Quality and play a crucial role in ensuring customer satisfaction through the creation of high-quality, informative, and well-structured knowledge base content for internal and external audiences. This role will focus on meeting key output metrics related to customer satisfaction, response times, ticket resolution, and ticket deflection. This is a remote position working ~30 hours a week at a rate of $29/ hour. 

WHAT YOU’LL DO

• Assist in the development and maintenance of the internal knowledge base, ensuring content is up-to-date, accessible, and easily searchable
• Collaborate with cross-functional teams to gather information and insights to produce accurate and relevant content that addresses customer needs and queries
• Work closely with AI and automation teams to develop content that aids in the deflection of support tickets and improves customer self-service capabilities
• Review and action documentation change requests
• Develop new and revise existing content as necessary and on-time, based on the request
• Deliver high-quality, accurate documentation that acts as an effective knowledge resource

MUST HAVES

• Strong understanding of customer-centric content strategy and the ability to tailor content to different audiences, including novice end users, and various platforms
• Familiarity with AI technologies, chatbots, and automation tools used for customer support and ticket deflection
• Impeccable written and verbal communication skills with a high attention to detail
• Self-motivated and proactive with a strong sense of ownership and accountability
• Must be able to provide writing samples demonstrating their skills 
• Gives and welcomes feedback

PREFERRED QUALIFICATIONS

• Bachelor's degree in English, Communications, or a related field
• 2+ years of relevant work experience writing online help and end-user documentation
• Experience with building and enforcing knowledge base information architecture
• Start-up experience 
• Remote work experience and comfortable working within a diverse global team in multiple time zones

OUTPUT METRICS

• Customer Satisfaction (CSAT) at or above 4.9
• Reduction in first response time of support agents to customers 
• Reduction in total ticket resolution time - TBD 
• Increased ticket deflection using AI > 30% 

INPUT METRICS

• Reduce agent-driven dissatisfaction (DSAT) to 5% or below
• Reduction of Slack workflows < 2% of completed tickets 
• Build, maintain, and drive utilization of the internal knowledge base  > 95% KB Accuracy 

Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.