Customer Experience Content Strategist

Summary

Join Found, a company building tools for the self-employed, as a Content Manager to create and maintain support content for both customers and internal associates. You will own the support content hubs, continuously improve the chatbot, create a content development funnel, and develop key content metrics. This role requires strong writing skills, collaboration across teams, and a systematic approach to project management. The ideal candidate will have 4+ years of experience in knowledge management and/or writing at fast-moving companies. Found offers a competitive salary and benefits package, including health benefits, paid parental leave, flexible vacation policy, and remote work options.

Requirements

• 4+ years of knowledge management and/or writing experience at fast-moving companies with a customer-focused lens
• A strong grasp of support-driven content creation methodologies like knowledge-centered support (KCS) and designing content for customer-facing LLM chatbots
• Excellent communication skills across different audiences . You are a strong writer, with an ability to make complex ideas easy to understand and resonate to audiences outside of Customer Experience
• Success collaborating across teams. You’re a people person, building relationships with members of our product, engineering, marketing, and business teams to bake into your content strategy
• A systematic approach to project management. You think of the big picture and break it into smaller, workable pieces. You love a deadline
• A positive, can-do attitude. Setbacks are a reality, but you keep them in perspective and surmount roadblocks with an optimistic spirit

Responsibilities

• Own our support content hubs. We maintain an external help center for our customers and an internal knowledge base of workflows, reference materials, and guides for our associates. You’ll have ownership over both of these hubs
• Continuously improve our chatbot. Chatbots are only as good as the content that they draw from. You will be charged with making sure our chatbot has the information it needs to direct our customers appropriately
• Create and manage a content development funnel. Work with product, marketing, and engineering teams to define a consistent process for content creation within CX, based on new features and business needs
• Develop and report on key content metrics. Using platforms like Google Analytics, Zendesk Explore, and Amplitude, share regular readouts on where content is succeeding based on CX and engagement metrics, and where improvements can be made. You’ll analyze engagement, findability, and effectiveness metrics to inform content improvements
• Write, refine, and improve all kinds of content. From macros to agent-facing process workflows to outward-facing help documentation, you’re ensuring that Found's CX-focused content is alive
• Form opinions on and launch new content spaces. Automation, chatbots, in-IVR language. The content world is your oyster and we’re trusting you to develop a plan for unifying support content

Preferred Qualifications

• Familiarity with service design principles and support automation strategies
• Experience working in and around customer support at a high-growth tech start-up—bonus points if you have prior experience working in fintech, finance, banking, or payments
• First-hand experience as a freelancer, gig worker, side-hustler, small business owner, or any other kind of self-employment

Benefits

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 90% covered for dependents
• Work anywhere: We have Found offices in SF and NYC. For team members who work outside those cities, Found also supports fully remote working
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy