Customer Experience Content Strategist

About Found

The self-employed workforce is a rapidly growing, resilient, and colorful 60 million Americans. But self-employment comes with its own set of challenges: navigating taxes, accounting, bookkeeping, and business banking are just a few. That’s where we come in.

Found is building tools that give self-employed people the security and peace of mind that has historically only been possible at big corporations. We’re a business bank account that automates taxes and expense tracking because we believe small business owners should spend more time doing what they love and less time on their business finances.

We’re looking for kind, resourceful, and passionate people to join us in building the safety net for self-employment.

Hi, my name is Lance, and I lead Customer Experience at Found. One of the greatest tools we can provide our associates is content that supports them in the challenging job of supporting our customers. Great content synthesizes complicated processes and concepts into manageable pieces, allowing our agents to speak and write with confidence—even if they’re only weeks into the job.

As our product and team develop, we need content that develops with them. I’m not just looking for a great writer; I’m looking for someone who thinks about content and knowledge as a living, breathing part of the business. I’m looking for a person who cares just as much about the structure and context of content within a growing team as they do about proper semicolon placement.

You will be directly responsible for the places where our customers and associates find and communicate knowledge about our business, product, and services. Using data-driven methods, and relationships you build with our product teams, you’ll work to ensure our team and our customers have the content they need when they need it.

Day to day, you will:

• 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.

To thrive in this role, you have:

• 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.

You may also have:

• 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.

Compensation at Found

The anticipated wage range for this role is $76,000 - $102,000 per year. The range listed represents the low and high end of the anticipated salary range for this position across all US locations. Within the range, individual pay is determined by several factors including job-related skills, experience, and relevant education or training. Our competitive base salary is just a piece of Found’s total compensation package. Found offers a generous benefits package to all employees see our list below or check out found.com/careers to learn more!

#LI-DNI

About You

Found is built by a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we’re searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others.

If you are looking for a role where you will have the opportunity to make a meaningful contribution and great impact, we would love to hear from you!

Perks & Benefits of Found

• 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

To learn more about our benefits or the team please go to found.com/careers.