Technical Writer, Customer Operations Jobs

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Location:
Australia, Melbourne

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Content & Knowledge Management Operations (CKMO) team at Square equips both sellers and Customer Success (CS) advocates with technical product documentation, empowering sellers to independently navigate how to start, run, and grow the business of their dreams. Our simple, straightforward, and accurate content empowers sellers with innovative learning experiences to build foundational product, technical, and business knowledge for sustained long-term growth. We answer questions while simultaneously teaching business owners how to maximize their use of Square. Furthermore, the CKMO team develops and manages internal procedures for CS advocates to support sellers when they need additional account support.

Job Responsibility:

Create and maintain product support content that transforms complex financial and technical concepts into clear, accessible documentation
Review and optimize content for the Australian market, ensuring cultural relevance and regional accuracy
Drive the implementation of a standardized, connected, and scalable content strategy to enhance our sellers' self-service experience
Actively participate in meetings with product, engineering, and CS teams
Communicate daily via Slack with local stakeholders and partner teams
Work closely with Australia-based teams to understand market-specific needs and challenges
Contribute to global team meetings and projects
Lead multiple concurrent projects while managing dependencies and adapting to dynamic launch schedules
Leverage data analytics to optimize self-service resources, search experience, and media library
Measure and demonstrate the impact of content initiatives on business objectives and Square's mission of economic empowerment
Contribute insights about Australian market needs to global content strategy
Identify opportunities for content improvement based on Australia-specific user behavior and feedback

Requirements:

3+ years of experience in one or more of the following: Content or technical writing
Multi-audience writing
Complex product documentation
Self-service content creation
Proven experience in developing and maintaining content strategy
Strong technical aptitude with the ability to quickly learn new products and features
Experience working in cross-functional, collaborative environments
Demonstrated ability to manage multiple projects with shifting timelines
Strong analytical skills and data-driven decision making ability
Passion for simplifying complex concepts into clear, user-friendly content

Nice to have:

Background in fintech, payments, financial services, or B2B SaaS companies
Experience writing compliance or regulatory documentation
Understanding of Australian business practices, regulations, or cultural nuances
Experience using data analytics to measure content performance and user engagement
Background in customer-support or advocate-enablement content
Previous experience working in a global or distributed team environment

What we offer:

Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning

Additional Information:

Job Posted:
December 06, 2025

Work Type:

Remote work

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Technical Writer, Customer Operations