Senior Content Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead initiatives to create and enhance content that enables our members and agents to efficiently access the information they require.

• Collaborate across departments to develop content that aligns with our product and support strategies.

• Engage with various content formats, including help articles for members and internal SOPs for agents, working alongside stakeholders to produce clear and actionable content.

• Actively seek opportunities to enhance the content experience, influence strategy, and drive measurable improvements in our key support metrics.

• Evaluate content effectiveness using existing metrics across lines of business and establish frameworks for accountability, leveraging AI solutions where beneficial.

• Oversee the content strategy for a specific set of lines of business and work with a team of writers to ensure adherence to established standards.

• Review our editorial processes and identify methods to produce higher quality content swiftly and at scale.

⛳️ Requirements

• A Bachelor's degree is required.

• Over 5 years of experience in areas such as help and support content, product or content operations, or technical writing.

• Familiarity with Identity and Fraud procedures in FinTech is an advantage.

• Strong analytical abilities with a background in creating and reporting on content quality metrics and performance data.

• Excellent verbal and written communication skills, with a proven history of success in engaging with both internal and external stakeholders.

• Experience in defining, tracking, and reporting on content metrics while providing data-driven insights.

• Capacity to balance strategic thinking with hands-on execution in a dynamic environment.

• Proficiency in working with CRM tools (such as Zendesk or Salesforce), content management systems, LLMs or generative AI tools, and Google Workspace.

• Previous experience collaborating with vendors, BPO partners, or freelance writers is a plus.

• A willingness to travel domestically and internationally 2–3 times a year is a plus.

🏝️ Benefits

• Competitive salary based on experience.

• 401k match along with excellent medical, dental, vision, life, and disability benefits.

• Generous vacation policy and company-wide Chime Days, which are additional paid days off for the entire company.

• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.

• Annual wellness stipend to be used for eligible wellness-related expenses.

• Access to Maven, a family planning tool, with a $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.