Content Management Analyst

## About the Role 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: - Acorns customers who consume external-facing content, such as help center articles, chatbot responses, and templated emails and chats sent by agents. - 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. ## 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 ## What You Will Achieve ### Within 1 month - 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 - 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 bus ## Location This role has the option to be remote or based in our Irvine, CA, or New York, NY offices. ## About the Company 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.