The Role
The Content & Knowledge Management Operations (CKMO) team at Square equips both sellers and Customer Success (CS) advocates with technical product documentation, empowering sellers to independently navigate how to start, run, and grow the business of their dreams. Our simple, straightforward, and accurate content empowers sellers with innovative learning experiences to build foundational product, technical, and business knowledge for sustained long-term growth. We answer questions while simultaneously teaching business owners how to maximize their use of Square. Furthermore, the CKMO team develops and manages internal procedures for CS advocates to support sellers when they need additional account support.
You will report to Content & Knowledge Management Operations Lead.
You Will
- Create and maintain product support content that transforms complex financial and technical concepts into clear, accessible documentation
- Review and optimize content for the Australian market, ensuring cultural relevance and regional accuracy
- Drive the implementation of a standardized, connected, and scalable content strategy to enhance our sellers' self-service experience
- Actively participate in meetings with product, engineering, and CS teams
- Communicate daily via Slack with local stakeholders and partner teams
- Work closely with Australia-based teams to understand market-specific needs and challenges
- Contribute to global team meetings and projects
- Lead multiple concurrent projects while managing dependencies and adapting to dynamic launch schedules
- Leverage data analytics to optimize self-service resources, search experience, and media library
- Measure and demonstrate the impact of content initiatives on business objectives and Square's mission of economic empowerment
- Contribute insights about Australian market needs to global content strategy
- Identify opportunities for content improvement based on Australia-specific user behavior and feedback
You Have
- 3+ years of experience in one or more of the following:
- Content or technical writing
- Multi-audience writing
- Complex product documentation
- Self-service content creation
- Proven experience in developing and maintaining content strategy
- Strong technical aptitude with the ability to quickly learn new products and features
- Experience working in cross-functional, collaborative environments
- Demonstrated ability to manage multiple projects with shifting timelines
- Strong analytical skills and data-driven decision making ability
- Passion for simplifying complex concepts into clear, user-friendly content
Ideally You Have
- Background in fintech, payments, financial services, or B2B SaaS companies
- Experience writing compliance or regulatory documentation
- Understanding of Australian business practices, regulations, or cultural nuances
- Experience using data analytics to measure content performance and user engagement
- Background in customer-support or advocate-enablement content
- Previous experience working in a global or distributed team environment
