Senior Technical Writer

📋 Description

• Write and refine help guides for Squarespace products.
• Specialize in content for service sellers: storefront design and transactions.
• Optimize content based on data, analytics, and trends.
• Build relationships with Product, Support, and Marketing stakeholders.
• Collaborate with cross-functional teams to deliver a seamless customer experience.
• Share knowledge and provide feedback via peer reviews and mentorship.
• Support company initiatives through content strategy for customer success.
• Use GenAI tools to boost content development efficiency.
• Evolve the voice of Squarespace Customer Operations.

🎯 Requirements

• 3+ years creating help center content; ecommerce/payments a plus.
• Experience building content strategy for complex new product areas.
• Open to feedback from multiple stakeholders to improve content.
• Driven to simplify and iterate.
• Experience using metrics to drive data-driven decisions.
• Experience with Zendesk, Confluence, Jira, and related tools.
• Experience using GenAI tools in content development.
• Comfortable working in basic HTML.
• Frontline customer support experience is a plus.

🎁 Benefits

• Medical, dental, vision plans with premiums covered.
• Life and disability insurance plans.
• Fertility and adoption benefits.
• Headspace mindfulness app subscription.
• Global Employee Assistance Program.
• Employer-matched retirement benefits.
• Flexible paid time off.
• 12 weeks paid parental leave and family care leave.
• $100 per month remote stipend.
• Education reimbursement.
• Employee donation matching.