Sr. Content Management Contractor

Sr. Content Management Contractor | Acorns

Acorns is seeking a versatile and skilled Senior Content Management Contractor to join our dynamic Customer Support team. The role’s primary point of contact will be our Sr. Manager of Support Training & Quality. This role requires the development and refinement of content to solve problems for our customers and support agents alike, as well as increase the accuracy and effectiveness of our self-service tools. The ideal candidate will have a strong background in customer support within the financial services space, and a talent for creating accurate, clear, and engaging educational content.

The primary goal for this role is world-class content that customers and agents will use to resolve issues efficiently and bolster their financial literacy. We seek to empower our customers to learn and to apply those learnings to improve their financial wellness.

The two primary customers for this role are:

1. Acorns customers who consume external-facing content, such as help center articles, chatbot responses, and templated emails and chats sent by agents.

2. Acorns Support agents who consume internal-facing Acorns content, such as knowledge base articles and newsletters, and put their knowledge into practice when interacting with customers.

The duration of the contractor role is 4 months, with the potential to extend.

Key Responsibilities:

As a Sr. Content Management Contractor, you will be responsible for a variety of tasks, including:

• Writing and editing internal and external knowledge base articles, macros (message templates), chatbot workflows/policies, and other content. This content should:

  • Maintain a high level of accuracy to ensure content is reliable for both customers and Support agents

  • Translate complex financial and technical concepts into digestible educational content for customers and agents

  • Adhere to established company and regulatory policies and procedures

  • Consistently apply our Acorns brand voice, including writing as you talk, being earnest and straightforward, inspiring hope and a sense of calm, and explaining everything simply

• Maintaining accuracy, relevance, and branding in Support content via regular auditing and quality assurance

• Communicating and collaborating with stakeholders to improve content effectiveness, including but not limited to:

  • Product Management, Marketing, Design, and Operations to ensure content readiness for upcoming changes

  • Internal and third-party Support teams to ensure agent content is accurate and easily trainable

  • Legal and Compliance to ensure all customer-facing content complies with legal, regulatory, and company policies

• Reviewing content analytics and fine-tuning content to increase self-serviceability for agents and customers alike

This role has the option to be remote or based in our Irvine, CA office.

What you will bring to Acorns: 

• 1-3 years of Support / Operations experience, preferably within the financial services space

• Content Writing Expertise: Ability to create clear, accurate, and engaging content tailored for both external (customers) and internal (support agents) audiences

• Knowledge of Financial Services: Foundational understanding of financial concepts, investment terminology, and financial literacy principles

• Compliance and Regulatory Knowledge: Familiarity with regulatory requirements and compliance standards, preferably relevant to financial services, ensuring all content meets legal and regulatory guidelines

• Adaptability and Agility: Ability to pivot quickly, while still meeting aggressive deadlines with a high degree of accuracy and attention to detail

• Attention to Detail: Strong attention to detail to maintain a high level of content accuracy and ensure consistency in brand voice and messaging

• Stakeholder Collaboration: Experience collaborating with cross-functional teams to align content strategies, ensure consistency in messaging, and meet organizational goals

• Brand Voice Adherence: Ability to adhere to a company’s brand voice guidelines, including writing in a clear, straightforward manner using plain language principles that resonate with the target audience

• Customer-Centric Mentality: A passion for doing what is right by our customers and helping them achieve their financial wellness goals

Preferred Skills:

• Experience with industry-leading content management systems such as Confluence, Zendesk, and Salesforce

• Strong analytic skills and an ability to apply improvement ideas

• Project management skills

You are not expected to have experience with all listed requirements. If you feel passionate about Acorns' mission, vision, and values, please apply.  

What we offer: 

• Competitive hourly rate 

• Talented and motivated team members who care deeply about one another, our mission, and our customers.

• The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is how everyday consumers save & invest for the long term. By putting the tools of wealth-making in everyone's hands, Acorns has become the largest subscription service in U.S. consumer finance, serving over 10 million everyday Americans. Today, Acorns is a global company across five countries with three distinct products, including GoHenry, the leader in money management and financial education for kids in the US and UK, and Pixpay, a leading European money manager for teens. At Acorns, customers get automated investing in diversified portfolios, a simple retirement product, a bank account that helps people spend less to invest more, and bonus investments from 20k brands. Parents can easily invest in their kids and get money news they can use to grow at every life stage. From acorns, mighty oaks do grow!

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Values:

• Lead With Heart

• Make Bold Decisions

• Always Build Trust

• Never Stop Growing

• Find a Way

Commitment to a diverse community: 

Acorns is committed to building a diverse community of customers, partners, team members, and contractors. We believe that fostering diversity not only fuels creativity but also challenges conventional thinking and helps us properly represent the unique experience of the everyday consumer that we serve. 

Compensation Information:

The pay range for this position at commencement of employment is expected to be between $30/hour and $32/hour; however, compensation offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Company reserves the right to modify hourly rate at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Application Deadline: 

This application was originally posted on October 1st, 2024. The Company reasonably aims to fill this position on or about 11/7/2024 and to accept applications until filled. However, depending on multiple individualized factors, including the Company’s reasonable business needs and the number of applicants, such deadline may change.