This is an opportunity for a growth-minded individual like yourself to join a fast-growing exciting mission that will significantly impact the financial services industry and transform the lives of billions of people around the world.
Coinme is seeking a Documentation Specialist to join our fast-growing team. This role will join our growing Customer Support team to develop, audit and maintain high quality content for employees and customers. This content will make it easier for our customers to get started in Crypto and enable our Customer Support team to maintain customer focus.
Serve as the primary point of contact for drafting new internal and external product documentation.
Research, write, and edit public facing help content that encourages customer self-service, and inspires customer engagement by building trust in the Coinme experience and cryptocurrency.
Work with Coinme Product and Engineering teams to keep up to date with rapidly expanding product features and understand documentation needs and requirements to support Customer Support excellence.
Work with Coinme Marketing & Communications team to maintain a unified company voice.
Develop a deep understanding of Coinme products and features to translate complex product information into simple, polished, and engaging content.
Act as primary administrator of Coinme’s Customer Support knowledge management tools.
Use reporting to monitor usage and evaluate the efficiency of existing content to continuously improve the quality of the knowledge base.
Bachelor’s degree or equivalent practical experience.
2+ years of relevant industry experience – with a background in technical writing for customers.
Excellent communication, presentation and analytical skills, and the ability to communicate complex concepts clearly and persuasively across a variety of audiences.
Working knowledge of multiple documentation tools (e.g., JIRA, Confluence, Salesforce).
Effectiveness in a fast-paced, constantly evolving environment while collaborating across Support, Product and Marketing organizations to define, manage, and prioritize tasks.
Ability to research and organize requirements in a concise and discernible manner, working methodically to meet deadlines.
Proven track record of prioritizing and contributing to multiple projects simultaneously while ensuring technical accuracy and fact checking, adherence to documentation standards, and a timely delivery of all work products.
Ability to deftly manage feedback and edits from partners across the company: peers, subject matter experts, Marketing, and Compliance teams.
A passion for unequaled customer focus, assisting teammates, attention to details, and a can-do problem-solving attitude are crucial.
Nice to haves
Experience with Salesforce Communities and Knowledge components.
Experience managing and editing Atlassian Confluence workspaces.
Working knowledge of Customer Support organizations.
Spanish or Portuguese language literacy.
Enthusiasm for financial innovation and passion for the cryptocurrency industry.