Customer Care Content Writer

Collectors • Santa Ana, CA

12d • Onsite

About The Position

Collectors is seeking a Customer Care Content Writer to join its PSA Customer Care team and provide customer care to customers worldwide. The role reports to the Customer Care Manager and is onsite five days per week at the company’s headquarters in Santa Ana, California.

The writer creates and maintains help articles, step-by-step guides, FAQs, standard operating procedures, email templates, and other support content. They work with product, support, and engineering teams to prepare accurate content for feature launches, and use customer feedback and support tickets to identify gaps or confusing topics. The role also involves using AI to improve access to key information and SOPs, auditing automated response performance, and maintaining the Fin agent guidance repository.

The position aims to expand self-service content, reduce customer contacts and average handle time, improve customer satisfaction, and address workflow friction and knowledge gaps. The stated estimated hourly rate is $22; actual compensation may vary based on factors including location, job level, experience, and skills.

Requirements

• At least 3 years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms, such as Salesforce and Intercom/Fin.
• Experience modernizing content strategies with AI and large language model (LLM) tools.
• Ability to turn complex workflows into clear, easy steps.
• Excellent written and verbal communication skills.
• Strong organization, attention to detail, and command of grammar.
• Ability to work across teams to gather accurate information.
• Must be authorized to work in the United States.
• Ability to perform the listed physical tasks, including computer use and extended sitting or standing, regular hand use, hearing alarms and instructions, lifting and moving materials up to 40 pounds, and potentially talking on the phone and texting.

Nice To Haves

• A degree or equivalent professional experience is preferred.

Responsibilities

• Write and update help articles, step-by-step guides, and FAQs.
• Partner with product, support, and engineering teams to learn about new features and prepare support content by launch day.
• Review customer feedback and support tickets to identify missing or confusing help topics.
• Keep support documentation accurate, clear, and current.
• Write in simple, helpful language that matches the company’s brand voice.
• Use AI to make critical information and standard operating procedures easier to access.
• Audit automated response performance and maintain the Fin agent guidance repository.
• Expand self-service content to reduce customer contacts.
• Provide representatives with accessible SOPs and email templates to lower Average Handle Time (AHT).
• Improve customer satisfaction through clearer written support content.
• Address workflow friction and knowledge gaps to boost team engagement.

Benefits

• Medical, dental, and vision insurance eligibility for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• 401(k) matching plan.
• Paid vacation for full-time employees.
• Ten company-paid holidays for regular, full-time employees.
• Discounts on select grading services for approved submissions.
• Flexible schedules with varying shifts offered by many teams.
• Celebrations, holiday events, and team-building activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed