Policy and Procedure Writer II

About the Role:

As a Policy and Procedure Writer at Bluevine, you will craft communications for our customers and the Customer Support team. In this role, you will work closely with our Customer Support teams across the globe to understand the primary questions customers have and write clear, concise, compliant, easily searchable procedures and 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 customers.

What You’ll Do:

• Understand both the customer and support organization's content needs and develop comprehensive content 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 customer-facing communications.
• Gather information from subject-matter experts and develop, organize, and write procedure manuals, technical specifications, customer facing articles and process documentation.
• Research, outline, write, and edit content, working closely with various departments to understand project requirements.
• Ensure consistency and accuracy of content across multiple documents and platforms
• 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 created, customer experience, effectiveness, and efficiency.
• Contribute to cross-functional projects, providing updates and incorporating input from various stakeholders
• Identify and articulate issues within your function, and propose insightful solutions to enhance processes and procedures
• 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.

What We Look For:

• 3-5 years of experience in technical writing or copywriting 
• 2 years of Customer Support experience including customer-facing experience
• US Phone Support experience
• US Banking and financial experience is a must
• B.A. Degree in English, Journalism, Communications or applicable field is preferred
• Open to learning from and working with multiple internal teams
• Excellent written and verbal communication skills, with sharp attention to detail
• Strong analytical and problem-solving abilities, with the ability to articulate complex concepts clearly
• Ability to work collaboratively and build relationships with diverse stakeholders
• Proficiency in using documentation tools and project management software
• Demonstrated ability to work independently, take ownership of projects, and meet deadlines
• Knowledge of end-to-end processes within our industry is highly desirable
• Excited about growing your career within a rapidly growing company