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Associate Editor, Internal Documentation

full-time
at
Remote
Posted on
June 11, 2021
This job may be expired.

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving that vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to build an effortless experience. Our subteam, CX Knowledge Management, supports global, customer-facing content creation and maintenance, internal documentation, localization efforts, and training .

As an Associate Editor you will partner with Customer Experience subject matter specialists to develop, edit, publish and maintain the internal documentation, process maps, job aids and knowledge assets that enable front-line support teams to deliver fast, accurate, high quality support for our customers.

What you’ll be doing (ie. job duties):

  • Implement strategic guidance to continuously improve the accuracy, discoverability, and efficacy of our internal documentation assets
  • Partner with subject matter specialists across the Customer Experience organization to develop, optimize, publish, and handle existing and net-new policies and procedures
  • Critically review written documentation and process maps, checking for logic, accuracy, and completeness
  • Pitch results-oriented, data-driven ideas to improve our internal knowledge ecosystem

What we look for in you (ie. job requirements):

  • Bachelor's degree
  • 2+ years of technical writing, editorial, content strategy, or communications experience
  • Rigorous analytical problem solver, with an aptitude for distilling complex concepts and systems into clear, simple language
  • A passion for editing and outstanding attention to detail
  • Flexible team player, adaptable to the evolving needs of a high-growth and fast paced organization
  • Creative motivation to propose and test new approaches to developing engaging, user-friendly internal content
  • Proven ability to meet deadlines while handling and prioritizing multiple projects and assignments

Nice to haves:

  • Facility supporting less experienced writers and providing clear, actionable feedback
  • Experience in UX thinking and visual design
  • A passion for (or at least a familiarity with) crypto or Fintech
  • Experience working in a startup environment
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