Cash Content Specialist, Customer Operations

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
As a Cash Content Specialist on the Content Operations team, 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 a particular product and/or business area, partnering across product and operations teams. You will create, maintain, and manage a variety of help content, including but not limited to, customer-facing web help, internal knowledge base, automated support, and in-app support. This includes crafting related internal communications and following content quality guidelines.
You Will

• Create, edit, and manage support content (Help Center and internal knowledge base articles, customer support responses, in-app copy, as well as other support materials)
• Collaborate with cross-functional teams to maintain and continually improve the accuracy and consistency of support documentation
• Translate complicated concepts, processes, workflows, government policies, or legalese into jargon-free copy that makes sense
• Manage stakeholder relationships and tasks for multiple projects concurrently
• Apply Cash and CCO's style and communication guidelines and templates, and use creative decision making to tailor content for its intended audience
• Complete additional duties and responsibilities within the scope of the role, as assigned, based on evolving business needs

You Have

• 3-4 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
• Passionate about empowering Cash App customers (internal and external) through educational content that both solves problems and helps them grow their understanding
• Even better:
  • A university degree in marketing, communications, english, or related field, and 1+ years relevant content creation experience
  • Financial or tech Industry experience
  • CMS or Knowledge base management experience
  • Digital media proficiency

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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 .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
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.
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.
Zone A:
$80,200 - $120,200 USD
Zone B:
$74,500 - $111,700 USD
Zone C:
$68,200 - $102,200 USD
Zone D:
$60,200 - $90,200 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.