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Content Writer Team Lead

Tide

Tide

Marketing & Communications
Delhi, India
Posted on Tuesday, June 11, 2024

Department : Member Support IN

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading providerof UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financialplatform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage withbusiness banking platforms and building this on a global scale.

(Internal Job Title : Content Writer in Member Support - WFO)

What we’re looking for:

Overview
We are seeking a talented and experienced Content Writer to join our Customer Supportteam. The ideal candidate will have a strong command of the English and Hindi language, exceptional writing skills, and a keen eye for detail. This role involves creating and maintaining customer support content, including FAQs, help articles, troubleshooting guides, and more. Your work will play a crucial role in enhancing the customer experience by providing clear, accurate, and user-friendly information.

Key Responsibilities

  • Content Creation: Develop, write, and edit high-quality content for customer support, including FAQs, help center articles, user guides, and troubleshooting documents
  • Content Management: Regularly review and update existing support content to ensure accuracy, relevance, and clarity.
  • Collaboration: Work closely with customer support teams, product managers, and other stakeholders to gather information and understand customer needs.
  • Documentation: Create and maintain internal documentation for support processes and policies.
  • Customer Feedback: Analyse customer feedback and support metrics to identify content gaps and opportunities for improvement.
  • Quality Assurance: Ensure all support content is consistent with company tone, style, and branding guidelines.
  • Training Material: Develop training materials for the customer support team to enhance their product knowledge and customer interaction skills.

What makes you a great fit


Education: Bachelor's degree in English or Hindi, Communications, Technical Writing, or a related field.

Experience: Minimum of 5 years of experience in content writing, preferably in a customer support or technical writing role.

Skills:

● Excellent written and verbal communication skills.
● Strong research and analytical abilities.
● Proficiency in content management systems (CMS) and help desk software.
● Ability to write clearly and concisely for a diverse audience.
● Attention to detail and a commitment to quality.
● Familiarity with SEO best practices is a plus.

Attributes:


● Customer-focused mindset with a passion for improving the customer experience.
● Ability to work independently and manage multiple projects simultaneously.
● Strong organisational and time management skills.
● Team player with excellent interpersonal skills.

As a Content Writer, you demonstrate a deep understanding of consumer behaviour and a great passion for writing customer facing content. You like to stay on top of the latest news, content types, and trends in writing.

What you’ll get in return:
● Competitive salary
● Self & Family Health Insurance
● Term & Life Insurance
● OPD Benefits
● Mental wellbeing through Plumm
● Learning & Development Budget
● 15 days of Privilege leaves
● 12 days of Casual leaves
● 12 days of Sick leaves
● 3 paid days off for volunteering or L&D activities
● Stock Options

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what
makes us awesome at solving problems! We are One Team and foster a transparent and
inclusive environment, where everyone’s voice is heard.