Technical Writer, Customer Operations

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

**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

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. 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, w