Technical Writer, Information Architecture

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

As a Technical Writer, you'll join a growing content operations team – part of Talent Enablement and nestled within Customer Success – whose vision is to ignite excellence for every Customer Success advocate on earth. You’ll actualize this vision by overseeing all parts of the content lifecycle–planning, researching, creating, editing, localizing, translating, approving, publishing, and maintaining–for internal Customer Success policies and standard operating procedures. In collaboration with dozens of teams and stakeholders across the enterprise, you’ll demystify complex technical concepts and distill them into easily digestible, findable documentation.

You’ll spearhead internal team projects, move the needle on greater strategic priorities, build an inclusive team culture of continuous learning and growth, and champion knowledge sharing across Customer Success and beyond. 

You Will

• Deep dive into the inner workings of our products, services, and technology to convey their process intricacies with remarkable clarity

• Anticipate and understand user obstacles through regular communication and user experience research (and have an innovative mindset for resolution)

• Comply with preset standards on language, writing style, structure, and format

• Embark on a collaborative journey with our Globalization partners and international SMEs to understand how information resonates with a global audience, seamlessly crossing borders and ensuring access to information

• Stay ahead of the curve by keeping up with industry trends, best practices, and emerging technologies, and share insights to continually improve our documentation processes and standards

• Collaborate with Learning Design to create visually captivating and dynamic documentation that incorporates diagrams, screenshots, and other visual aids

• Support integration of complex taxonomies and ontologies to solve complex knowledge management issues, namely navigability 

• Work to determine and document project scope, deliverables, prioritization goals, risks, blockers, success measures, resources needed, and downstream impacts through SoW and project management software

You Have

• You put people first. 

• You're technically inclined and learning the nuances of new software and applications comes naturally.

• You welcome technical challenges

• You pay exceptional attention to fine detail and strives to develop professional, cunning edge deliverables.

• You independently drive the successful completion of nebulous projects through systematic project management.

Critical Competencies

• Taxonomy/Ontology

• Information Architecture

• English

• Technical Writing 

• Technical Communication

• Content and Knowledge Management tools

• Topic-based Authoring

• User Experience

• User Research

• Project Management 

• Knowledge Management

• Analytics and Reporting

• Contact Center

• Finance

• SaaS

• Globalization

• Technical Editing 

• Data Visualization

• Stakeholder Management

• Interviewing

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $114,200 - USD $139,600
Zone B: USD $108,500 - USD $132,700
Zone C: USD $102,800 - USD $125,600
Zone D: USD $97,100 - USD $118,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

Tags