Squarespace

Senior Technical Writer

Squarespace

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $66,000 - $119,000 per year

Job Level

Senior

About the role

  • 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.

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
  • Experience in frontline customer support is a plus
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
content strategyhelp center content creationeCommerceweb publishingpayment processingmarketingcourse creationdata-driven content decisionsbasic HTMLGenAI tools
Soft Skills
collaborationfeedback acceptancesimplificationiterationrelationship buildingmentorshipcommunicationcustomer success focusadaptabilityproblem-solving