Job Description

As a Content Specialist on the Content Team within Customer Knowledge, you’ll deliver clear, concise, timely, and accurate support information and communications for Cash Customer Operations (CCO) teams and our customers. Day-to-day, you will own the content for particular product areas, partnering across product and change management teams to create and update customer-facing help content for the web, internal knowledge base, automated support, and in-app support. This includes crafting related internal communications and measuring the success of your content. 

You will have:

• Create and oversee end-to-end content creation for your assigned workstreams (product areas) and/or Cash Customer Operation function, from concept to launch by identifying content needs, drafting content for relevant channels (app, web, automation, internal knowledge), gathering feedback, announcement, and publication

• Build strong relationships with functional partners in Change Management, Customer Success, Product, Learning and Development, and Voice of Customer to scope, plan, and implement new and updated content 

• Prioritize and manage content requests from cross-functional partners and stakeholders using ticket system (currently Jira) 

• Apply Cash and Cash Customer Operation's style and communication guidelines and templates, and use creative decision making to tailor content for its intended audience

• Manage annual (or as needed by the business) audit of support content for your assigned workstreams and functions

• Report on the success of your content using core metrics, and make recommendations to enhance the effectiveness of content (formatting, copy, delivery, etc). 

You have/are: 

Marketing, communications, english, or related field experience, and 1+ years relevant content creation/Technical writing experience 

OR

• 2-3 years of content creation or professional writing experience, preferably in product or customer service environment

• Excellent communication skills, with the ability to build cross-functional partnerships and explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice 

• Able to manage multiple content projects with different requirements, and set and adhere to launch deadlines

• Creative and critical thinker with examples that show your ability to solve challenging issues

• Data driven and can identify trends in content performance based on channel and project goals

• Passionate about empowering Cash App customers (internal and external) through educational content that both solves problems and helps them grow their understanding
   

Even better, you have:

• Financial or tech Industry experience

• CMS and/or Knowledge base management experience

• Digital media proficiency

• Technical Writing experience 
   

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $37.50 - USD $45.87
Zone B: USD $34.86 - USD $42.64
Zone C: USD $31.88 - USD $38.99
Zone D: USD $28.13 - USD $34.38

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.