Customer Experience Content Strategist , NY

Customer Experience Content Strategist job at  New York, NY.
About Found

The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in.

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.

We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.

Hi, my name is Lance, and I lead Customer Experience  of the greatest tools we can provide our associates is content that supports them in the challenging job of supporting our customers. Great content synthesizes complicated processes and concepts into manageable pieces, allowing our agents to speak and write with confidence—even if they’re only weeks into the job.

As our product and team develop, we need content that develops with them. I’m not just looking for a great writer; I’m looking for someone who thinks about content and knowledge as a living, breathing part of the business. I’m looking for a person who cares just as much about the structure and context of content within a growing team as they do about proper semicolon placement.

You will be directly responsible for the places where our customers and associates find and communicate knowledge about our business, product, and services. Using data-driven methods, and relationships you build with our product teams, you’ll work to ensure our team and our customers have the content they need when they need it.

• Own our support content hubs. We maintain an external help center for our customers and an internal knowledge base of workflows, reference materials, and guides for our associates. You’ll have ownership over both of these hubs.

• Continuously improve our chatbot. Chatbots are only as good as the content that they draw from. You will be charged with making sure our chatbot has the information it needs to direct our customers appropriately.

• Create and manage a content development funnel. Work with product, marketing, and engineering teams to define a consistent process for content creation within CX, based on new features and business needs.

• Develop and report on key content metrics. Using platforms like Google Analytics, Zendesk Explore, and Amplitude, share regular readouts on where content is succeeding based on CX and engagement metrics, and where improvements can be made. You’ll analyze engagement, findability, and effectiveness metrics to inform content improvements.

• Write, refine, and improve all kinds of content. From macros to agent-facing process workflows to outward-facing help documentation, you’re ensuring that Found's CX-focused content is alive.

• Form opinions on and launch new content spaces. Automation, chatbots, in-IVR language. The content world is your oyster and we’re trusting you to develop a plan for unifying support content.

• 4+ years of knowledge management and/or writing experience at fast-moving companies with a customer-focused lens.

• A strong grasp of support-driven content creation methodologies like knowledge-centered support (KCS) and designing content for customer-facing LLM chatbots.

• Excellent communication skills across different audiences . You are a strong writer, with an ability to make complex ideas easy to understand and resonate to audiences outside of Customer Experience.

• Success collaborating across teams. You’re a people person, building relationships with members of our product, engineering, marketing, and business teams to bake into your content strategy.

• A systematic approach to project management. You think of the big picture and break it into smaller, workable pieces. You love a deadline.

• A positive, can-do attitude. Setbacks are a reality, but you keep them in…