Customer Care Content Writer

Collaborative Solutions • Santa Ana, CA

10d • Onsite

About The Position

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

The writer creates and maintains customer-facing support content and internal resources, including help articles, step-by-step guides, FAQs, standard operating procedures, and email templates. The position works with product, support, and engineering teams to understand new features and prepare support content for launch. It also uses AI to make critical information and SOPs easier to access, audits automated response performance, and maintains the Fin agent guidance repository.

The role aims to expand self-service content to reduce customer contacts, make accessible resources available to representatives to lower Average Handle Time, improve customer satisfaction through clearer support content, and address workflow friction and knowledge gaps to boost team engagement.

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 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.
• Ability to meet the stated physical requirements, including computer use and extended sitting or standing; regular hand use; hearing alarms, signals, and verbal instructions; lifting, carrying, 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 for 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.
• Improve customer satisfaction through clearer written support content.
• Address workflow friction and knowledge gaps to boost team engagement.

Benefits

• Medical, dental, and vision insurance enrollment 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, with efforts to accommodate employee needs.
• Celebrations, holiday events, and team-building activities.

What This Job Offers

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