Policy and Procedure Writer

As a Policy and Procedure Writer at Bluevine, you will craft communications for our clients and Customer Support team. In this role, you will work closely with our Banking Customer Support teams across the globe to understand the primary questions clients have and write clear, concise, easily searchable guides/support articles to resolve these questions. You will become a helper and educator for small business owners. Most importantly, you will create content that will help Bluevine create meaningful connections with our clients.

What You’ll Do:

• Understand both the client and support organizations content needs and develop content comprehensive documentation that meets the organizational standards.
• Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content.
• Write user-friendly content that meets the needs of the target audience, turning insights into language for user success.
• Partner with others across the organization to develop new processes, documentation, help guides, and client-facing communications.
• Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, and process documentation.
• Research, outline, write, and edit content, working closely with various departments to understand project requirements.
• Use content diagnostic data to understand how content is performing and improve existing content
• Meet or exceed performance expectations based on key performance indicators like content accuracy, number of articles/ FAQs created, customer experience, effectiveness, and efficiency
• Identify, resolve, and or escalate risks that may impact the business
• Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements
• Flexible working hours during the night shift 

What We Look For:

• 1-2 years of experience in technical writing or copywriting 
• 1-2 years of Customer Support experience including client-facing experience
• US Phone Support experience
• US Banking and financial experience
• B.A. Degree in English, Journalism, Communications or applicable field is preferred
• Open to learning from and working with multiple internal teams
• Have a desire to help small businesses
• Curiosity - You enjoy seeking information and are comfortable not knowing the answers, but you will work hard to discover the answers
• A quick thinker and a fast learner
• Great communication skills
• Excited about growing your career within a rapidly growing company
• Exhibits uncompromising integrity