Jobs
>
Remote

    Customer Experience Content Writer - Remote, United States - Quince

    Quince
    Quince Remote, United States

    4 weeks ago

    Default job background
    CONTRACT
    Description

    OUR STORY

    Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

    OUR VALUES

    EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn't be a luxury. We're proud of our mission to bring the world's highest quality goods to people at affordable prices.

    QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.

    WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.

    WE'RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.

    ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.

    FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.

    OUR TEAM AND SUCCESS

    Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You'll work with a team of world-class talent from Stanford GSB, , D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

    THE ROLE

    The Customer Experience Team is looking for a Content Writer on a contract basis. The Content Writer will report to the Manager of Training and Quality and play a crucial role in ensuring customer satisfaction through the creation of high-quality, informative, and well-structured knowledge base content for internal and external audiences. This role will focus on meeting key output metrics related to customer satisfaction, response times, ticket resolution, and ticket deflection. This is a remote position working ~30 hours a week at a rate of $29/ hour.

    WHAT YOU'LL DO

    • Assist in the development and maintenance of the internal knowledge base, ensuring content is up-to-date, accessible, and easily searchable
    • Collaborate with cross-functional teams to gather information and insights to produce accurate and relevant content that addresses customer needs and queries
    • Work closely with AI and automation teams to develop content that aids in the deflection of support tickets and improves customer self-service capabilities
    • Review and action documentation change requests
    • Develop new and revise existing content as necessary and on-time, based on the request
    • Deliver high-quality, accurate documentation that acts as an effective knowledge resource

    MUST HAVES

    • Strong understanding of customer-centric content strategy and the ability to tailor content to different audiences, including novice end users, and various platforms
    • Familiarity with AI technologies, chatbots, and automation tools used for customer support and ticket deflection
    • Impeccable written and verbal communication skills with a high attention to detail
    • Self-motivated and proactive with a strong sense of ownership and accountability
    • Must be able to provide writing samples demonstrating their skills
    • Gives and welcomes feedback

    PREFERRED QUALIFICATIONS

    • Bachelor's degree in English, Communications, or a related field
    • 2+ years of relevant work experience writing online help and end-user documentation
    • Experience with building and enforcing knowledge base information architecture
    • Start-up experience
    • Remote work experience and comfortable working within a diverse global team in multiple time zones

    OUTPUT METRICS

    • Customer Satisfaction (CSAT) at or above 4.9
    • Reduction in first response time of support agents to customers
    • Reduction in total ticket resolution time - TBD
    • Increased ticket deflection using AI > 30%

    INPUT METRICS

    • Reduce agent-driven dissatisfaction (DSAT) to 5% or below
    • Reduction of Slack workflows
    • Build, maintain, and drive utilization of the internal knowledge base > 95% KB Accuracy

    Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.

  • Cofense

    Content Writer

    2 weeks ago

    Cofense Remote, United States Full time

    Reporting to the Sr. Content & Campaign Marketing Manager, the Content Writer will be responsible for helping drive the content strategy as well as crafting and creating copy for all external communications across social, blog, web, digital, and print. · Essential Duties/Responsi ...

  • DataAnnotation

    AI Content Writer

    1 month ago

    DataAnnotation Remote, United States Full time

    DataAnnotation is committed to creating quality AI. Join our team to help train AI chatbots while gaining the flexibility of remote work and choosing your own schedule.We are looking for a *professional content writer and copy editor *to join our team and teach AI chatbots. You w ...

  • Bridge Partners

    Marketing Content Writer

    1 week ago

    Bridge Partners Remote, United States Full time

    About the Company · Bridge Partners is the leading growth consultancy for the tech and cloud industry. We help our customers grow through highly effective marketing, sales, and partner programs. We're advancing bold commitments to sustainability, accessibility, and inclusion for ...

  • Outlier

    AI Content Writer

    1 month ago

    Outlier Remote, United States Full time

    Outlier helps the world's most innovative companies improve their AI models by providing human feedback. In this role, you will become an AI Content Writer, assessing the quality of AI-generated writing, reviewing the work of fellow writers, and crafting original responses to pro ...

  • Cisco ThousandEyes

    Technical Content Writer

    1 week ago

    Cisco ThousandEyes Remote, United States Full time

    Who We Are · The name ThousandEyes was born from two big ideas: the power to see what's not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become t ...

  • WeLocalize

    Research Content Writers

    1 month ago

    WeLocalize Remote, United States Full time

    OVERVIEW · Are you intrigued by the evolving landscape of AI? We're on the hunt for diligent writers to join our Research Content Writing team. · We offer comprehensive learning support, making it a great opportunity to gain writing experience within the AI field—an industry cur ...

  • B12

    SEO Content Editor/Writer

    1 month ago

    B12 Remote, United States Full time

    The role · We are a fast-growing startup that's hiring a freelance SEO editor/writer to help us publish a large-volume of blog content for a professional services audience (e.g., accountants, mortgage brokers, insurance agents). You will refine previously created copy drafts to e ...

  • The Cigna Group

    RFP Content Management Writer

    1 month ago

    The Cigna Group Remote, United States OTHER

    The job profile for this position is Proposal Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.Excited to grow your career? · We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recru ...

  • MAVAN

    Fractional Junior Content Writer

    2 weeks ago

    MAVAN Remote, United States Full time

    Join the MAVAN team · MAVAN is a team of growth experts and digital marketing professionals dedicated to solving complex growth problems for exciting and inspiring companies. We're looking for aspiring content writers to join our team in a fractional role to help ideate, write, a ...

  • Hearst Television

    Writer Producer

    4 weeks ago

    Hearst Television Remote, United States Full time

    Promotions Writer Producer · WESH-TV, the NBC affiliate in Orlando, Florida is seeking a new member of the WESH 2 Creative Services team. We want not only a writer/producer/editor, but a creator, innovator and collaborator. Someone ready to go beyond typical promo speak to connec ...

  • CyberGrants

    Director, Content Marketing

    3 weeks ago

    CyberGrants Remote, United States Full time

    Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise wil ...

  • Make-A-Wish

    Editorial Manager

    1 day ago

    Make-A-Wish Remote, United States Full time/Regular

    THE ROLE The Editorial Manager leverages the storytelling style of Make-A-Wish, they are responsible for developing and creating impactful communications across multiple platforms, such as web, print, video and social media. · WHERE YOU COME IN · As the Editorial Manager at M ...

  • Granicus

    Implementation Trainer

    2 weeks ago

    Granicus Remote, United States Full time

    This Product Trainer role lives within the customer engagement arm of the Granicus' OneView and GovQA product families and is a key member of the Implementation Services (IS) team. This highly visible role helps existing and new customers transform the public records experience.A ...

  • Imagine Learning

    Academic Design Manager

    6 days ago

    Imagine Learning Remote, United States Full time

    Description · Position at Imagine Learning Great Purpose. Great People.Great Opportunities. · At Imagine Learning weempower potentialby creating educational solutions that inspire boundless possibilities for every student, every day. We are passionate about innovating together ...

  • RxBenefits, Inc.

    Senior Director, Corporate Communications

    3 days ago

    RxBenefits, Inc. Remote, United States

    Job Description · Job DescriptionSenior Director, Corporate Communications · RxBenefits seeks a Senior Director, Corporate Communications to lead the organization's creative copywriters and content specialists into the future with a powerful, modern approach to integrated storyte ...

  • Genmab

    Associate Director, Medical Writing

    2 weeks ago

    Genmab Remote, United States

    Job Description · At Genmab, we're committed to building extra[not]ordinary futures together, by developing antibody products and pioneering, knock-your-socks-off therapies that change the lives of patients and the future of cancer treatment and serious diseases. From our people ...

  • G.E.W

    Remote Commercial Construction Project Manager or Superintendent

    6 days ago

    G.E.W Remote, United States

    Job Description · Job DescriptionThis is a start up company. We are looking for Construction Superintendents, Project Mangers, Quality Control Managers, Risk Manager or others with like skill sets. · Must have years of Commercial construction experience · Ideal candidate is someo ...

  • Zillow

    Corporate Communications Specialist

    2 weeks ago

    Zillow Remote, United States

    About the team · Zillow's Communications team is responsible for growing Zillow's audience and building awareness of its innovative products and services. The team strengthens Zillow's position as a thought leader in housing, technology, and real estate through earned and owned m ...

  • Cloud7Works

    Federal Proposal Writer

    1 week ago

    Cloud7Works Remote, United States

    Job Description · Job DescriptionAbout us · Cloud7Works is a leading provider of IT solutions for government entities. Leveraging the latest technologies and best practices, we deliver secure, compliant, and innovative solutions that support the critical missions of our governmen ...

  • AK HR Solutions, LLC

    Executive Editor- Catholic Publication REMOTE

    4 days ago

    AK HR Solutions, LLC Remote, United States

    Job Description · Job DescriptionExecutive Editor, Catholic Publication · My client, is a non-profit, independent, lay-led news organization that reports on the Catholic Church and wider moral issues facing the human family. They are looking to hire an Executive Editor. · The Ex ...