Blockchain.com is the world’s leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time. At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base. We’re seeking a seasoned, technically savvy, and creative writer to oversee our support center content and related Customer Success documentation. The CX Content Writer will maintain a large and growing collection of explanatory articles intended to answer current and prospective customers’ burning questions about our many cryptocurrency products. In addition to keeping our support center up-to-date, you’ll be responsible for helping create SOPs, training resources and support macros to ensure that we are providing helpful, accurate information at all times to our many users and employees. You’ll also help build structure and taxonomy for our growing content repository, and ensure that the team is trained on how and when to access certain types of content. This is a fantastic opportunity for someone who is looking to build a departmental content strategy from the ground up, and explore new ways in which we can educate millions of global customers on our products & services WHAT YOU WILL DO
Understand the complexities of cryptocurrencies and our products so you can communicate clearly how they work and why they matter. Working with CS leadership, help define the team’s content strategy and execute accordingly Create instructional, customer-facing support content when new products and features are shipped Ensure existing support center content is complete and correct Write instructional macros for use in email and livechat correspondence; manage the CS team’s large and growing repository of macros Help draft SOPs and internal training resources for a global team Work with multiple cross-functional stakeholders to capture key messaging needs that need to be included in customer communications Define and implement a content taxonomy system, ensuring that all CS content is organized, searchable, and easily accessible Edit drafts by non-writers and collaborate to delivery high quality content
WHAT YOU WILL NEED
3+ years of experience in product/technical writing and editing. Experience designing CX content, and/or finance/fintech/crypto content is a plus. Ability to present technical information in a format that’s concise and easy to understand, and meets the functional needs of the intended audience. An entrepreneurial spirit. This role will require a lot of ideating and building. A strong operator in a fast-paced, rapidly changing environment. The knowledge and pace of crypto requires someone who can dive into new material, while also executing in parallel. Highly organized; able to manage multiple projects / priorities simultaneously while meeting deadlines. Excellent interpersonal skills and strong team player. This role requires heavy collaboration with Customer Success colleagues and cross-functional teams. Familiarity with Zendesk and/or Notion is a plus.
COMPENSATION & PERKS
Competitive full-time salary The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry. Unlimited vacation policy; work hard and take time when you need it. Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com Great office locations and remote working options at your line managers discretion.
Favorite GIF. LinkedIn profile. Link to Github, StackOverflow, personal website and/or blog (if applicable).
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