Senior Technical Writer

Squarespace Customer Operations empowers users through scalable self-help tools, 24/7 personalized support, and customer advocacy. Working within Customer Operations, the Knowledge Base Content team produces help guides for the millions of people who use Squarespace to carve out their piece of the web. We're customer advocates, and we're on a mission to help them succeed.

As a Senior Technical Writer, you'll create and improve help content with customer needs, internal feedback, and efficiency in mind. You'll work closely with your manager and teammates, using data and analytics to ensure your guides are accurate, and aligned with industry best practices. You’ll focus on ensuring customers find the answers they need, whether they use AI search platforms, or browse the Squarespace Help Center, or interact with our chatbots. Our knowledge base supports a multi-product platform, with lots of room for ownership and developing expertise. You're perfect for this role if you're a strong technical writer and editor, who takes end-to-end responsibility for complex initiatives, incorporates high-level strategy to support department and company goals, and promotes innovation, thoughtful risk-taking, and inclusivity.

You'll report to a Senior Content Team Lead, and work remotely from an approved US State, or from our NYC Headquarters office.

• 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.

• 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

• Your resume and cover letter (required)
• A link to your portfolio including any support content, or technical documentation you’ve written.

• 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
  

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock. Sales positions generally offer a competitive On Target Earnings (OTE) incentive structure in addition to base salary.

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers.

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.