Technical Writer

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 and performance support (WalkMe) for CS advocates assisting sellers when they need additional account support.
While you'll contribute to our global content strategy, you'll specialize in creating and maintaining WalkMe content, working closely with our other CKMO writers and cross-functional stakeholders.
You Will

• Create and maintain WalkMe content, leveraging HTML/CSS/jQuery knowledge to solve technical implementation challenges
• Establish and maintain content standards and best practices for both traditional documentation and WalkMe content
• Build, publish, monitor, and maintain product support content and technical documentation that distills complex financial and technical concepts into digestible resources for the intended audience
• Collaborate with the team to implement standardized, connected, and scalable content strategies that improve the self-serve help experience for our sellers and advocates alike
• Partner with product teams to maintain clear, accurate, and concise product resources that are error-free, up-to-date, and easy to navigate
• Analyze user behavior and other data insights to identify gaps, improve Square's self-service resources, and measure digital adoption metrics
• Manage multiple projects, dependencies, and timelines to deliver on moving deadlines and launch calendars

You Have

• 2+ years of experience with WalkMe digital adoption
• Experience in technical writing, content design, or similar role in highly collaborative, cross-functional environments
• Strong understanding of HTML/CSS/jQuery
• Experience in developing and maintaining content strategy and information architecture
• Ability to turn complicated product and policy concepts into simple, empathetic, and jargon-free language
• Strong project management skills with ability to handle multiple initiatives simultaneously
• Demonstrated ability to identify and drive measurable results
• Flexible working style adaptable to short or moving timelines and changing roadmaps
• Nice to have:
  • WalkMe Builder certification
  • 3+ years of hands-on WalkMe experience
  • Degree in Technical Communication, Library and Information Science, or related field
  • Experience using Contentful as a CMS
  • Experience in designing and managing taxonomies, thesauri, and ontologies
  • Experience creating annotated screenshots, GIFs, and screencast videos
  • Familiarity with Looker, SEO optimization, and analytics tools to measure content effectiveness

#customerops
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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$101,500 - $152,300 USD
Zone B:
$94,400 - $141,600 USD
Zone C:
$86,300 - $129,500 USD
Zone D:
$76,200 - $114,200 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.