Senior Content Management Contractor

2 days ago

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Acorns

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Description

• Acorns is seeking a versatile and skilled Senior Content Management Contractor to join our dynamic Customer Support team. • The role’s primary point of contact will be our Sr. Manager of Support Training & Quality. • This role requires the development and refinement of content to solve problems for our customers and support agents alike, as well as increase the accuracy and effectiveness of our self-service tools. • The ideal candidate will have a strong background in customer support within the financial services space, and a talent for creating accurate, clear, and engaging educational content. • The primary goal for this role is world-class content that customers and agents will use to resolve issues efficiently and bolster their financial literacy. • The two primary customers for this role are: • Acorns customers who consume external-facing content, such as help center articles, chatbot responses, and templated emails and chats sent by agents. • Acorns Support agents who consume internal-facing Acorns content, such as knowledge base articles and newsletters, and put their knowledge into practice when interacting with customers.

Requirements

• 1-3 years of Support / Operations experience, preferably within the financial services space • Content Writing Expertise: Ability to create clear, accurate, and engaging content tailored for both external (customers) and internal (support agents) audiences • Knowledge of Financial Services: Foundational understanding of financial concepts, investment terminology, and financial literacy principles • Compliance and Regulatory Knowledge: Familiarity with regulatory requirements and compliance standards, preferably relevant to financial services, ensuring all content meets legal and regulatory guidelines • Adaptability and Agility: Ability to pivot quickly, while still meeting aggressive deadlines with a high degree of accuracy and attention to detail • Attention to Detail: Strong attention to detail to maintain a high level of content accuracy and ensure consistency in brand voice and messaging • Stakeholder Collaboration: Experience collaborating with cross-functional teams to align content strategies, ensure consistency in messaging, and meet organizational goals • Brand Voice Adherence: Ability to adhere to a company’s brand voice guidelines, including writing in a clear, straightforward manner using plain language principles that resonate with the target audience • Customer-Centric Mentality: A passion for doing what is right by our customers and helping them achieve their financial wellness goals

Benefits

• Competitive hourly rate • Talented and motivated team members who care deeply about one another, our mission, and our customers. • The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.