Squarespace Customer Operations empowers users through scalable self-help tools, 24/7 personalized support, & customer advocacy. Working within Customer Operations, the Knowledge Base Content team produces help guides for the millions of people who use Squarespace to carve out their piece of the web. We're customer advocates, & we're on a mission to help them succeed.

As a Senior Technical Writer, you'll create & improve help content with customer needs, internal feedback, & efficiency in mind. You'll work closely with your manager & teammates, using data & analytics to ensure your guides are accurate, & aligned with industry best practices. Youll focus on ensuring customers find the answers they need, whether they use AI search platforms, or browse the Squarespace Help Center, or interact with our chatbots. Our knowledge base supports a multi-product platform, with lots of room for ownership & developing expertise. You're perfect for this role if you're a strong technical writer & editor, who takes end-to-end responsibility for complex initiatives, incorporates high-level strategy to support department & company goals, & promotes innovation, thoughtful risk-taking, & inclusivity.

You'll report to a Senior Content Team Lead, & work remotely from an approved US State, or from our NYC Headquarters office.

Youll Get To

• Write & refine help guides about Squarespace products, explaining complex concepts & steps in clear & accessible language.
• Specialize in content focused on supporting service sellers, with areas like designing a storefront & managing transactions. You'll have the opportunity to expand into other focus areas. 
• Optimize content based on data & analytics, industry best practices & trends, & internal feedback.
• Build relationships with stakeholders & SMEs in Product teams, Product Support, Product Marketing.
• Collaborate with cross-functional teams to deliver a seamless customer experience for our growing service seller customer base.
• Share your knowledge & industry experience, & give feedback to teammates through peer reviews & mentorship opportunities.
• Support company initiatives impacting customer success & business outcomes through help content strategy.
• Use AI technology as an assistive writing tool for human writers to make content development more efficient & consistent.
• Evolve the voice of Squarespace Customer Operations.

Who Were Looking For

• 3+ years creating help center/support content. A focus in eCommerce, web publishing, payment processing, marketing, or course creation is highly desirable.
• Experience building & executing content strategy for complex new product areas 
• Comfortable checking your ego at the door; open to feedback from multiple stakeholders to make content perfect
• Drive to simplify & iterate
• Experience using metrics to guide strategic, data-driven content decisions
• Experience with help/documentation CMS, project management, & bug-tracking software (i.e Zendesk, Confluence, Jira, etc.)
• Experience using GenAI tools in content development
• Comfortable working in basic HTML
• Experience in frontline customer support is a plus

Include In Your Application

• Your resume & cover letter (required)
• A link to your portfolio including any support content, or technical documentation youve written.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums including medical, dental, & vision
• Supplemental Life & Disability Insurance plans
• Health Savings Account with Squarespace funding
• Fertility & adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid parental leave & family care leave
• $100 per month remote Stipend
• Education reimbursement
• Employee donation match to community organizations
• 7 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $66,000 - $119,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, & location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock. Sales positions generally offer a competitive On Target Earnings (OTE) incentive structure in addition to base salary.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands & businesses online. We empower millions of customers in more than 200 countries & territories with all the tools they need to create an online presence, build an audience, monetize, & scale their business. Our suite of products range from websites, domains, ecommerce, & marketing tools, as well as tools for scheduling with Acuity & creating & managing social media presence with Bio Sites & Unfold. Our team of more than 1,700 is headquartered in New York City, with offices in Dublin, Ireland, & Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers.

Our Commitment 

Today, more than a million people around the globe use Squarespace to share different perspectives & experiences with the world. Not only do we embrace & celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.