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About the team
One of the crucial points for our growth is the quality of service we provide to our customers. Thus far, our customer experience has been the main differentiator between Mollie and our competitors. Our Help Center is our place to explain our products, to support our Operations department in their service, and offer engaging content to existing customers. We want to be the most-loved payments service provider in Europe and Help. Mollie.com is one of our most important ways to showcase our company, products and services.
Content & Knowledge is part of our Central Operations which consists of disciplines such as Change Management, Quality Management, Learning & Development and Workforce Management.
About the role
As a Content Writer, you will make sure that all the information about our products and services is accessible, easy to use and consistent throughout all channels. In order to do so you will make our Help Center the one-stop-shop for knowledge about the Mollie product. You’ll create insightful articles based on frequently asked questions, optimize the flow of the Help Center, build out our internal work instructions, develop standardized emails and write incident communications, all to empower our customers and your colleagues to get the most out of Mollie.
What you'll do
- You will write clear and concise (service) content that answers the customer's questions the first time right.
- You do this both for our customers and for the colleagues working in operations.
- You will drive our knowledge management processes and make sure all of our content is up to date and reliable.
- You will monitor and continuously improve our Help Center and our internal knowledge base.
- You will monitor our incident communications channel and write incident communications (such as emails to customers) on the spot.
- You will align with other departments that develop content, such as the marketing team and make sure we always write with one tone of voice.
- You will collaborate with our knowledge owners to ensure consistency and quality across all channels.
- You actively ask for and give feedback, because you know it will make your work better.
What you'll bring
- You are obsessed with language and are fluent in English. It’s a plus if you are also fluent in German or French or Dutch.
- You have excellent writing skills and education at BS/MS level. An education with a focus in communications is a plus (but not a must).
- You get a kick out of translating complex processes into concise and customer-focused content.
- You pay attention to details and can transform chaotic texts into a clear structure.
- You have experience with CDD or Risk. Experience with client communications in a service environment is a plus.
- You bring energy and enthusiasm to the cross-functional team and are comfortable collaborating with other disciplines to increase our customer satisfaction.
- Curiosity and critical thinking are a part of your core personality
Our selection procedure in a nutshell
- If you're a good fit, apply directly through Lever with an up-to-date resume and tell us what’s got you so excited about this particular role!
- If you’re keen to learn more about the role, you can always reach out to the Hiring Manager or Recruiter. We’re happy to help!
Questions & answers for this job
- What is the type of contract for this job?The contract for this job is a Full-time contract
- Is telecommuting possible for this job?No, telecommuting is not possible for this job
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