Squarespace
The world’s most talented engineers, designers, and thought leaders are shaping the future of online publishing.
New York, NY

Internal Content Writer

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Squarespace Customer Operations empowers users through scalable self-help tools, personalized support, and customer advocacy. Customer Operations runs 24/7 with over 300 people based in New York, Dublin, and Portland. The Internal Content team leads knowledge management and documentation for the department. At the forefront of every product, policy, and workflow change, we ensure Support Advisors and Associates are equipped with organized and trusted information they need to provide the best customer support. 

As an Internal Content Writer, you’ll create and maintain internal documentation, macros (canned support responses), newsletters, and other resources for Customer Support. You’ll focus on specific areas of our internal policies and procedures and the Squarespace platform. You’ll work with your teammates, ensuring your content is accurate, aligned with Squarespace style, and meeting our audience’s needs. This is a great opportunity for an experienced writer or content strategist with a background in support in a technology company.

You will report to the Senior Team Lead, Internal Content and can be based in our New York, Portland, Dublin offices or remotely.

RESPONSIBILITIES 

  • Write and continually iterate on documentation covering specific areas of our internal operations, tools, the Squarespace platform
  • Write and maintain macros (canned responses for support emails)
  • Contribute to internal Customer Support email newsletters and blogs
  • Collaborate with KB Technical Writers, Quality, Training, Product Operations, Customer Support, and other stakeholders across the company to identify and close gaps in resources
  • Increase your product knowledge and stay updated with platform and policy changes
  • Give feedback to teammates through rotating peer reviews
  • Help evolve the voice and knowledge management practices within Customer Operations

QUALIFICATIONS

  • 2+ years of experience in technical writing, content strategy, knowledge management, internal communications, L&D, or a related position in a technical customer support environment
  • Experience managing content strategy for specific operating procedures and product areas
  • Knack for building collaborative relationships with partners across different teams and geographies.
  • Comfortable with checking your ego at the door —you seek feedback from partners to create the perfect guide
  • Experience in a client-facing or customer service role
  • Experience working in Zendesk and Atlassian tools [preferred]

HOW TO APPLY

  • Resumes without cover letters won’t be considered
  • Attach a writing sample that demonstrates your experience with internal documentation

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 1,000 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Benefits & Perks

  •     Health insurance with 100% premium covered for you and your dependent children
  •     Flexible vacation & paid time off
  •     Up to 20 weeks of paid family leave
  •     Equity plan for all employees
  •     Retirement benefits with employer match
  •     Fertility and adoption benefits
  •     Free lunch and snacks at all offices
  •     Education reimbursement
  •     Dog-friendly workplace in New York office
  •     Commuter benefit in the form of reduced tax (Ireland) and pretax (US)

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and 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.


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What are Squarespace Perks + Benefits

Squarespace Benefits Overview

Flexible PTO policy for full time employees
20 weeks paid leave to welcome a child through any of the ways to form a family for all genders
Up to 12 weeks paid personal care leave
Up to 20 weeks paid leave to care for a family member
Bereavement leave for loss of a loved one
$20,000 benefit for fertility planning & treatment, adoption & surrogacy
Unlimited free virtual family planning visits with OB/GYNs, doulas & midwives
Subsidized backup care for family, infant, child, adult, or elder dependents
Employee Assistance Plan (EAP) to support child care & parenting, helping aging parents & more
Virtual counseling sessions with licensed therapists fully covered with HealthJoy
100% paid Headspace app subscriptions
Access to mental healthcare apps, Talkspace & Ginger
100% paid premiums on health benefits for you, your dependent children & domestic partner
$5,000 tuition reimbursement per year
2 complimentary Squarespace sites & subscription to Unfold

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Squarespace offers virtual counseling sessions with licensed therapists fully covered with HealthJoy. 100% paid Headspace app subscriptions and access to mental healthcare apps, Talkspace & Ginger.
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
All employees have full access to LinkedIn Learning.
Online course subscriptions available

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