Senior Content Writer

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we continue to build and have been recognized as:

• Glassdoor Best Places to Work 2020
• TIME100 Most Influential Companies 2021
• Fortune Best Workplaces in Financial Services & Insurance™ 2021 and Fortune Best Workplaces for Millennials™ 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team: The Learning & Quality (L&Q) team works cross-functionally to enable Robinhood's growth and business success. We act as a skill building utility that enables Robinhood to hire faster and scale more effectively. We develop data-driven insights that enable our business partners with decision-making related to service model design and talent strategies, and we lead high impact cross-functional learning projects. Ultimately, we are a team of curious, creative, humble, and analytically-minded individuals with a bias toward action and impact.

As a Knowledge Management Senior Content Writer, you'll be part of a cross-functional team, working closely with the content writers, product and project managers and stakeholders. With projects spanning from micro and macro copy to content strategy to plain language technical writing documentation. Your responsibilities include: collaborating on the Operational Shared Services (OSS) content strategy applying UX design thinking processes and framework, creating and maintaining editorial style guides and serving as the “digital librarian” responsible for organizing complex systems of content/information so that users can find what they need.

This content provides responses that support customer questions, contributes to improving the customer resolution rate and increases the overall experience for our customers. You’ll define the content strategy based on business needs, improve templates and processes and influence messaging, tone, and the overall associate experience with high-visibility and high-impact.

What you’ll do day-to-day:

• Build and maintain operational Standard Operating Procedures (SOP), policies, reusable customer messaging (macros), and functional-specific knowledge base articles for more sophisticated business functions
• Act as the functional point of contact supporting Operational Shared Services (OSS) teams to deploy scalable knowledge-based solutions that impact the customer experience and resolution rate
• Consult and collaborate with Product Operation Managers, Operational Excellence Project Managers, Account Operations and Business leaders to ensure content needs are met and identify gaps
• Identify continuous improvement processes for how content is built, delivered, and maintained (structure and findability)
• Conduct industry research to incorporate new design features and keep pace with industry trends
• Ensure adherence by Content Writers to L&Q's style guide, templates and writing standards including UX design, accessibility content for the system interfaces related to 508 standards, such as additional text for screen readers, alt text, etc
• Provide coaching and feedback to Content Writers that may emerge with adherence to L&Q's style guide, templates and writing standards
• Use systems level thinking to organize and analyze digital content to improve the end user experience with findability, searchability, usability and accessibility

About you:

• Outstanding writing and communication skills
• Demonstrates detailed understanding of UX design framework, knowledge management principles and standard methodologies
• Exhibits strong project and program management and prioritization skills
• Strong relationship management and leadership skills with a track record of operating in a cross-functional environment
• Resourcefulness, persistence, and ability to thrive in fast-paced, entrepreneurial and ambiguous environments
• Strong analytical abilities
• Deep expertise to adult learning & UX design methodologies and research
• 5+ years writing and UX design experience

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review Robinhood's Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood's benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).