Senior Technical Writer

Squarespace

9h•Remote

About The Position

Squarespace Customer Operations empowers users through scalable self-help tools, 24/7 personalized support, and customer advocacy. Working within Customer Operations, the Knowledge Base Content team produces help guides for the millions of people who use Squarespace to carve out their piece of the web. We're customer advocates, and we're on a mission to help them succeed. As a Senior Technical Writer, you'll create and improve help content with customer needs, internal feedback, and efficiency in mind. You'll work closely with your manager and teammates, using data and analytics to ensure your guides are accurate, and aligned with industry best practices. You’ll focus on ensuring customers find the answers they need, whether they use AI search platforms, or browse the Squarespace Help Center, or interact with our chatbots. Our knowledge base supports a multi-product platform, with lots of room for ownership and developing expertise. You're perfect for this role if you're a strong technical writer and editor, who takes end-to-end responsibility for complex initiatives, incorporates high-level strategy to support department and company goals, and promotes innovation, thoughtful risk-taking, and inclusivity. You'll report to a Senior Content Team Lead, and work remotely from an approved US State, or from our NYC Headquarters office.

Requirements

3+ years creating help center/support content. A focus in eCommerce, web publishing, payment processing, marketing, or course creation is highly desirable.
Experience building and executing content strategy for complex new product areas
Comfortable checking your ego at the door; open to feedback from multiple stakeholders to make content perfect
Drive to simplify and iterate
Experience using metrics to guide strategic, data-driven content decisions
Experience with help/documentation CMS, project management, and bug-tracking software (i.e Zendesk, Confluence, Jira, etc.)
Experience using GenAI tools in content development
Comfortable working in basic HTML

Nice To Haves

Experience in frontline customer support is a plus

Responsibilities

Write and refine help guides about Squarespace products, explaining complex concepts and steps in clear and accessible language.
Specialize in content focused on supporting service sellers, with areas like designing a storefront and managing transactions. You'll have the opportunity to expand into other focus areas.
Optimize content based on data and analytics, industry best practices and trends, and internal feedback.
Build relationships with stakeholders and SMEs in Product teams, Product Support, Product Marketing.
Collaborate with cross-functional teams to deliver a seamless customer experience for our growing service seller customer base.
Share your knowledge and industry experience, and give feedback to teammates through peer reviews and mentorship opportunities.
Support company initiatives impacting customer success and business outcomes through help content strategy.
Use AI technology as an assistive writing tool for human writers to make content development more efficient and consistent.
Evolve the voice of Squarespace Customer Operations.

Benefits

A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision
Supplemental Life and Disability Insurance plans
Fertility and adoption benefits
Headspace mindfulness app subscription
Global Employee Assistance Program
Retirement benefits with employer match
Flexible paid time off
12 weeks paid parental leave and family care leave
$100 per month remote Stipend
Education reimbursement
Employee donation match to community organizations