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Content Management Analyst

3 months ago

Irvine, California, United States Acorns Full time

At Acorns we look after the financial best interest of the up-and-coming. We are innovators. We make bold decisions. We stay curious, inspiring one another to push past all previous thresholds of possibility. We are one team and are building a diverse community of team members, partners, and customers from all walks of life to foster creativity, challenge conventional thinking, and put the tools of wealth-making in everyone's hands.

We are looking for missionaries who are rooted in purpose, to join our team. We can achieve our goals if we are a team of missionaries working toward a shared purpose and mission.

Our mission? With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering, proud step of micro-investing.

How do we accomplish our mission? Our values.

Lead With Heart

With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility

Make Bold Decisions

We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future

Always Build Trust

Say what you mean, mean what you say, and do what you say you're going to do. We are all owners. We are one team

Never Stop Growing

Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress

Find a way

Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us.

Come join us and help deliver financial wellness for the whole family, creating compound growth at every life stage.

Content Management Analyst | Acorns

Acorns is seeking a versatile and skilled Content Management Analyst to join our dynamic Customer Support team, reporting to the Sr. Manager of Support Training & Quality. This role combines content writing, knowledge base administration, content optimization analysis, and content auditing. The ideal candidate will have a strong background in customer support within the financial services space, and a talent for creating accurate, clear, and engaging educational content.

The primary goal for this role is world-class content that customers and agents will use to resolve issues efficiently and bolster their financial literacy. We seek to empower our customers to learn and apply what they learn to improve their financial wellness.

The two primary customers for this role are:

  1. Acorns customers who consume external-facing content, such as help center articles, chatbot responses, and templated emails and chats sent by agents.
  2. Acorns Support agents who consume internal-facing Acorns content, such as knowledge base articles and newsletters, and put their knowledge into practice when interacting with customers.

Key Responsibilities:

  • Content Writing: Create, update, and maintain Customer Support content
    • Maintain a high level of accuracy to ensure content is reliable for both customers and Support agents
    • Translate complex financial and technical concepts into digestible educational content for customers and agents
    • Adhere to established company and regulatory policies and procedures
    • Consistently apply our Acorns brand voice, including writing as you talk, being earnest and straightforward, inspiring hope and a sense of calm, and explaining everything simply
    • Collaborate with other stakeholders, such as Compliance, Legal, Marketing, Product, Design, and our C-suite, to align on the right tone and information
    • Ability to write and curate content for large language models (LLMs)
  • Knowledge Base Administration: Manage and organize our knowledge bases to ensure content is easily accessible, easy to find, and relevant
    • Implement best practices for knowledge management, including taxonomy, tagging, structural design, and search optimization
    • Design an ongoing auditing mechanism that ensures our content is up-to-date
    • Identify and obtain approval for a single content management tracking system that enables quick identification of all content related to a topic
  • Content Optimization and Analysis: Analyze existing content to identify trends, patterns, and insights that inform content optimization and continuous improvement
    • Review, prioritize, and apply customer, Support agent, and internal stakeholder feedback to enable more effective educational content
    • Analyze content performance metrics in Google Analytics, Zendesk, and other content management tools
    • Analyze competitor content strategies to benchmark our approaches, remain agile, and be a leader in the Support content space
    • Partner with Support Training to align on training approaches related to content and ensure consistency with training materials

This role has the option to be remote or based in our Irvine, CA, or New York, NY offices.

Within 1 month, you will:

  • Become fully acquainted with Acorns' products, as well as customer support processes, tools (such as Zendesk), and content management systems
  • Familiarize yourself with our customer base, including our target market segments, their needs, and feedback on our existing content approaches
  • Initiate relationships with key stakeholders across Compliance, Legal, Marketing, Product, Design, and Support Training to understand their content needs and align on messaging
  • Start writing and editing content that adheres to the requirements of this position
  • Complete Acorns' best-in-class onboarding, Acorns' Seedling Program
  • Participate in a virtual coffee session hosted by Acorns' CEO, Noah Kerner
  • Attend your first community-wide virtual all-hands meeting

Within 3 months, you will:

  • Kick off a regular auditing program on existing content to identify areas of improvement with a focus on improving financial literacy
  • Finalize and obtain sign-off on a content approval process that can be applied to all Support content and incorporates multiple levels of stakeholder review based on content type
  • Stand up an approved content incident process that is designed on based on severity levels and utilized by the entire business
  • In partnership with the Sr. Manager of Support Training & Quality, develop a comprehensive content optimization strategy based on initial audits, customer feedback, and stakeholder insights that incorporates best practices for knowledge base management
  • Review your day goals and accomplishments with your manager
  • Engage in Acorns' Community events & Heritage celebrations

Within 6 months, you will:

  • Track and maintain content accuracy and low error rates
  • Conduct thorough analyses of content performance metrics using tools like Google Analytics and Zendesk to optimize content based on data-driven insights
  • Present a comprehensive competitive analysis report that benchmarks Acorns' support content against industry leaders, identifying areas for further improvement and innovation
  • Develop Customer Support content best practices in partnership with Marketing, Education, and Product teams
  • Propose a scalable, consolidated solution for content tracking for approval
  • Complete a Performance Development Check-in to align on Performance and Values Rating Trends
  • Continue to learn and hone professional skills within the content management space

What you will bring to Acorns:

  • 3 or more years experience within the content creation and optimization space, preferably within Customer Support or Operations in a financial services company
  • Content Writing Expertise: Ability to create clear, accurate, and engaging content tailored for both external (customers) and internal (support agents) audiences
  • Knowledge of Financial Services: Foundational understanding of financial concepts, investment terminology, and financial literacy principles
  • Compliance and Regulatory Knowledge: Familiarity with regulatory requirements and compliance standards, preferably relevant to financial services, ensuring all content meets legal and regulatory guidelines
  • Content Optimization: Experience in optimizing content and improving content performance through strategic keyword usage, metadata optimization, and content structure enhancements
  • Content Management Systems (CMS): Proficiency in managing and organizing content within CMS platforms, including knowledge base administration, taxonomy creation, tagging, and content structuring
  • Analytical Skills: Ability to analyze content performance metrics using tools like Google Analytics and Zendesk to derive insights, identify trends, and inform content optimization strategies
  • Stakeholder Collaboration: Experience collaborating with cross-functional teams to align content strategies, ensure consistency in messaging, and meet organizational goals
  • Attention to Detail: Strong attention to detail to maintain a high level of content accuracy and ensure consistency in brand voice and messaging
  • Adaptability and Agility: Ability to quickly adapt to changing priorities and market trends, implementing agile content strategies based on customer feedback, competitor analysis, and industry best practices
  • Brand Voice: Ability to adhere to a company's brand voice guidelines, including writing in a clear, straightforward manner using plain language principles that resonate with the target audience
  • Customer-Centric Mentality: A passion for doing what is right by our customers and help them achieve their financial wellness goals

Preferred Skills:

  • Familiarity with Knowledge-Centered Service (KCS) and adult learning principles
  • Knowledge of effective marketing communication approaches and how they can be applied broadly to other content
  • Knowledge of web design and UX best practices
  • Project management experience

You are not expected to have experience with all listed requirements. If you feel passionate about Acorns' mission, vision, and values, please apply.

What we offer:

  • Competitive salary and stock options
  • A comprehensive benefits package to meet the needs of you and your family
  • Flexible work hours, location, and paid time off
  • 401k discretionary match
  • Monthly Acorns account contribution & GoHenry account for your family
  • Wellness Days - Company-wide quarterly days off to rest + recharge
  • Mindfulness, Mental Health, and Financial Wellness resources: Headspace, Ginger, and Addition Wealth are offered at no cost to you
  • Acorns Career Development Program (Monthly Acorns to Oaks training sessions, development plans, quarterly development check-ins, Cornerstone's online training platform)
  • Roots Leadership Program for emerging leaders
  • Monthly community celebrations, events, panel discussions, and speakers
  • Talented and motivated team members who care deeply about one another, our mission, and our customers.
  • The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.

About Acorns:

Acorns is how everyday consumers save & invest for the long term. By putting the tools of wealth-making in everyone's hands, Acorns has become the largest subscription service in U.S. consumer finance, serving over 10 million everyday Americans. Today, Acorns is a global company across five countries with three distinct products, including GoHenry, the leader in money management and financial education for kids in the US and UK, and Pixpay, a leading European money manager for teens. At Acorns, customers get automated investing in diversified portfolios, a simple retirement product, a bank account that helps people spend less to invest more, and bonus investments from 20k brands. Parents can easily invest in their kids and get money news they can use to grow at every life stage. From acorns, mighty oaks do grow

Mission:

With benevolence and courage, we look after the financial best interests of the up-and-coming; beginning with the empowering step of micro-investing.

Values:

  • Lead With Heart
  • Make Bold Decisions
  • Always Build Trust
  • Never Stop Growing
  • Find a Way

Commitment to a diverse community:

Acorns is committed to building a diverse community of customers, partners, and team members. We believe that fostering diversity not only fuels creativity but also challenges conventional thinking and helps us properly represent the unique experience of the everyday consumer that we serve.

Compensation Information:

The pay range for this position at commencement of employment is expected to be between $70,413 and $76,626/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including equity grants and discretionary cash bonus awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Application Deadline:

This application was originally posted on 7/23/2024. The Company reasonably aims to fill this position on or about 9/15/2024, and to accept applications until filled. However, depending on multiple individualized factors, including the Company's reasonable business needs and the number of applicants, such deadline may change.


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