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Circle // global crypto finance
Media, Full Time    Newark - will also consider remote in US    Posted: Thursday, August 19, 2021
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Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currency & public blockchains for payments, commerce & financial applications worldwide. Circle platforms & products provide a suite of internet-native financial services for payments, treasury infrastructure & capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 23 billion in circulation & supported over $640B in transactions in the past year. Circles payments & treasury infrastructure services available through the Circle Account & APIs helps bridge the legacy financial system & digital currency & blockchain based finance.  Circles SeedInvest service brings internet-native fundraising & capital formation to startups & growth companies.  Combined, Circles suite of services helps companies to participate in a more open, global & inclusive financial system.

What youll be part of:

With the mission To raise global economic prosperity through the frictionless exchange of financial value, Circle was founded on the belief that the internet, blockchains & digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient & integrated world economy.  We envision a global economy where people & businesses everywhere can more freely connect & transact with each other with new technologies for digital money & internet-native finance. We believe such a system can raise prosperity for people & companies everywhere. Our mission is powered by the values we espouse & which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees & families, our local communities & our world. Furthermore, we are also Mindful, Driven by Excellence, & High Integrity.

What youll be responsible for:

This is an exciting new role reporting to the VP of Global Customer Support. The ideal candidate will have a proven track record of defining content strategies, creating materials & managing the knowledge management life cycle. This role is critical to ensuring that we meet the highest standards of quality & accuracy in order to deliver an outstanding customer experience with every interaction. This position is also a key member of the leadership team helping to shape the broader support strategy & working with internal partners to bring products & services to market with care & attention.

What you'll work on:

  • Building & implementing a strategy to serve customers with engaging content
  • Creating high value materials which amaze & engage customers around the world
  • Working with technologies & vendors to accelerate content creation & deployment
  • Partnering with cross functional teams to craft materials that improve the customer journey
  • Identifying gaps in our knowledge management process & implementing solutions
  • Tracking key metrics & the impact associated with content used both internally & externally
  • Helping to shape the standards for how we communicate broadly as a support team

You will aspire to our four core values:

  • Multistakeholder - you have dedication & commitment to our customers, shareholders, employees & families & local communities.
  • Mindful - you seek to be respectful, an active listener & to pay attention to detail.  
  • Driven by Excellence - you are driven by our mission & our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity & you work intensely to achieve your goals. 
  • High Integrity - you seek open & honest communication, & you hold yourself to very high moral & ethical standards.  You reject manipulation, dishonesty & intolerance.

What you'll bring to Circle:

  • 3+ years of managerial experience, preferably managing content teams
  • Experience operating & working with a 24x7x365 customer support operation
  • You work very well cross-functionally & can articulate complex problems clearly
  • You bring a deep passion & skill for creative, engaging writing & content creation
  • Your communication style enables you to deliver complex content in a clear & succinct manner
  • You are motivated & passionate in the pursuit of helping people do their very best work
  • The ability to thrive on a fast pace environment with high level of autonomy & responsibility
  • You care deeply about the customer experience & strive to refine your craft everyday
  • Youve worked with or administered of knowledge management solutions 
  • Proficiency in Google Suite, Slack & Apple MacOS preferred.

We are an equal opportunity employer & value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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