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Senior Content Editor, Global Customer Experience

Company: Circle
Location: Providence
Posted on: November 22, 2021

Job Description:

Circle is a global financial technology firm that enables businesses of all sizes to harness the power of digital currency and public blockchains for payments, commerce and financial applications worldwide. Circle platforms and products provide a suite of internet-native financial services for payments, treasury infrastructure and capital formation. Circle is also a principal developer of USD Coin (USDC), which has become the fastest growing dollar digital currency in the world. USDC has grown to over 30 billion in circulation and supported over $1.2+ trillion in transactions in the past year. Circle's payments and treasury infrastructure services available through the Circle Account and APIs helps bridge the legacy financial system and digital currency and blockchain based finance. Circle's SeedInvest service brings internet-native fundraising and capital formation to startups and growth companies. Combined, Circle's suite of services helps companies to participate in a more open, global and inclusive financial system. What you'll be part of: With the mission "To raise global economic prosperity through the frictionless exchange of financial value," Circle was founded on the belief that the internet, blockchains and digital currency will rewire the global economic system, creating a fundamentally more open, inclusive, efficient and integrated world economy. We envision a global economy where people and businesses everywhere can more freely connect and transact with each other with new technologies for digital money and internet-native finance. We believe such a system can raise prosperity for people and companies everywhere. Our mission is powered by the values we espouse and which we expect all Circlers to respect. We are Multistakeholder, serving the needs of our customers, our shareholders, our employees and families, our local communities and our world. Furthermore, we are also Mindful, Driven by Excellence, and High Integrity. What you'll be responsible for: This is an exciting new role reporting to the VP of Global Customer Support. The ideal candidate will have a proven track record of defining content strategies, creating materials and managing the knowledge management life cycle. This role is critical to ensuring that we meet the highest standards of quality and accuracy in order to deliver an outstanding customer experience with every interaction. This position is also a key member of the leadership team helping to shape the broader support strategy and working with internal partners to bring products and services to market with care and attention. What you'll work on: * Building and implementing a strategy to serve customers with engaging content * Creating high value materials which amaze and engage customers around the world * Working with technologies and vendors to accelerate content creation and deployment * Partnering with cross functional teams to craft materials that improve the customer journey * Identifying gaps in our knowledge management process and implementing solutions * Tracking key metrics and the impact associated with content used both internally and externally * Helping to shape the standards for how we communicate broadly as a support team You will aspire to our four core values: * Multistakeholder - you have dedication and commitment to our customers, shareholders, employees and families and local communities. * Mindful - you seek to be respectful, an active listener and to pay attention to detail. * Driven by Excellence - you are driven by our mission and our passion for customer success which means you relentlessly pursue excellence, that you do not tolerate mediocrity and you work intensely to achieve your goals. * High Integrity - you seek open and honest communication, and you hold yourself to very high moral and ethical standards. You reject manipulation, dishonesty and intolerance. What you'll bring to Circle: * 3+ years of managerial experience, preferably managing content teams * Experience operating and working with a 24x7x365 customer support operation * You work very well cross-functionally and can articulate complex problems clearly * You bring a deep passion and skill for creative, engaging writing and content creation * Your communication style enables you to deliver complex content in a clear and succinct manner * You are motivated and passionate in the pursuit of helping people do their very best work * The ability to thrive on a fast pace environment with high level of autonomy and responsibility * You care deeply about the customer experience and strive to refine your craft everyday * You've worked with or administered of knowledge management solutions * Proficiency in Google Suite, Slack and Apple MacOS preferred.

Keywords: Circle, Providence , Senior Content Editor, Global Customer Experience, Accounting, Auditing , Providence, Rhode Island

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