Job Description

Company Description

Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We\'re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it\'s not just what we build that makes us different. It\'s how.
We empower passionate problem-solvers to collaborate, innovate and do their best work. That\'s why we\'re on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we\'re just getting started. We\'re building diverse and inclusive teams around the world - because that\'s how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.



The role
As Checkout.com builds the next generation of financial products and online payment solutions, more than ever there is a strong need for quality, clear, and consistent content to support our Merchant Care offering!
To ensure the Merchant Care experience is scalable and supports our SMB growth ambitions, a knowledge base solution ( Support site ) has been identified as a core deliverable. To accomplish this, we need a dedicated content strategist to help deliver the related content and content strategy, maturing into a long-term maintenance and strategy role.
You\'ll report directly to the Senior Manager of Technical Writing, and you\'ll work closely as part of a team of Technical Writers, the Design team, and the Merchant Care team (intersecting with Product, Support, User Research, and Engineering).
Hybrid Working Model: All of our offices globally are going 3 times per week onsite (Tuesday, Wednesday and Thursday). We\'ve worked towards enabling teams to work collaboratively in the same space, at the same time that we build globally and for scale. During your days at the office, we offer amazing snacks, breakfast and lunch options in all of our locations.
How you\'ll make an impact

• Quality of the content (meets tone of voice, style guide, accessibility, usability, and findability)
• Validating all content has the intended impact
• Bringing our human tone of voice into your work
• Findability (effective categorisation, labeling)
• Effective internal and external SEO
• Identify the appropriate approach for content, ensuring content is surfaced in the right way, in the right place, and at the right time
• Lifecycle monitoring, ensuring articles that are no longer relevant are retired or updated
• Usability, ensuring all articles empower our users to self-solution quickly and effectively

Qualifications

What we\'re looking for
You have an experienced background working on customer care and user education style content. You\'re a confident and empathetic writer, preferably with experience in a Software-as-a-Service (SaaS) business. You\'re passionate about technology and the role that good written content plays in facilitating successful product integrations! You\'re no stranger to Agile workflows, and you have a keen understanding of the content planning and delivery process.
Experience:

• Developing information architecture, content strategies, and taxonomy models
• Working with knowledge base platforms
• Using analytics and user research to inform decisions
• Solid editorial standards and writes strong, usable, and clear content
• Strong stakeholder management, especially with Customer care and Client Service Enablement teams
• Good experience using content management systems and production processes. Understands the value of content lifecycle management
• Familiar with SEO and optimisation of search functionality
• Designs content to meet user needs and make complex language and processes easy to understand.
• Creates and applies content patterns, standards and style guides to their work.
• Defining content management processes

Any of the following would be a plus. Apply even if you don\'t have experience with these, but you will have exposure to it during this role

• Working in ZenDesk
• Designing WCAG-compliant, accessible interfaces
• Designing localisation content strategy
• Production of digital media (AV content such as videos and animations)
• Chatbot development experience

Additional Information

First 6 months

• Identify knowledge base content categorisation and content mapping
• Work with the Support team to identify scalable support categorisation for tickets
• Works with the SMB product team to incorporate SMB vision thinking
• Identify processes for synchronization of content between Support, Web, and Technical Docs
• Support design of external knowledge base content, with potential to influence the direction of our internal knowledge too
• Support process for identifying future publishing process and technology
• Publishes content to knowledge base and manages ongoing requests
• Work with colleagues across Web, Marketing, and Technical Documentation to identify effective outcomes to meet Support needs
• Identifies and documents content patterns to support high quality and usable content

Apply without meeting all requirements statement
If you don\'t meet all the requirements but think you might still be right for the role, please apply anyway. We\'re always keen to speak to people who connect with our mission and values.
We believe in equal opportunities
We work as one team. Wherever you come from. However you identify. And whichever payment method you use.
Our clients come from all over the world - and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.
When you join our team, we\'ll empower you to unlock your potential so you can do your best work. We\'d love to hear how you think you could make a difference here with us.
We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We\'ll be happy to support you.
Take a peek inside life at Checkout.com via

• Our Culture video https://youtu.be/BEwnpHuadSw
• Our careers page https://www.checkout.com/careers
• Our LinkedIn Life pages bit.ly/3OaoN1U
• Our Instagram https://www.instagram.com/checkout_com/

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