Policy and Procedure Writer

About the Role:

As a Policy and Procedure Writer, you will develop and maintain accurate, clear, and comprehensive documentation that supports our Customer Support teams and enhances the customer experience. You will create, update, and maintain Standard Operating Procedures (SOPs), job aids, customer help guides, talking points, and templates for email and chat to ensure consistency and clarity across communication channels. Partnering closely with Customer Support, Product, Marketing, Risk, Legal, and Compliance teams, you will gather insights and feedback to ensure that all documentation is accurate, regulatory-compliant, and responsive to internal and customer needs. Through your work, you’ll empower our Customer Support teams with the resources to assist customers confidently and efficiently, building stronger connections and improving customer satisfaction.

What You’ll Do:

Content Development and Documentation

Develop, update, and maintain comprehensive documentation, including Standard Operating Procedures (SOPs), internal job aids, customer-facing help guides, talking points, and email/chat templates.

• Write user-friendly content that meets the needs of both customer support teams and external customers, translating complex information into clear and accessible language.
• Ensure consistency, accuracy, and compliance of all content across multiple documents and platforms.
• Incorporate feedback and gain approvals from stakeholders through document governance for content created.

Research and Subject Matter Expertise

• Collaborate with subject matter experts to gather, organize, and document complex technical information into straightforward content.
• Gain a deep understanding of Bluevine’s products and services to ensure that documentation aligns with product knowledge and customer support requirements.
• Regularly review and refine documentation based on product updates, customer feedback, and performance metrics.

Collaboration and Cross-Functional Partnerships

• Work closely with teams across Customer Support, Product, Marketing, Risk, Legal, and Compliance to gather insights and feedback on documentation needs.
• Participate in cross-functional projects, providing updates, receiving input, and incorporating insights from various stakeholders to ensure alignment and content quality.
• Serve as a voice for the customer by collecting and delivering feedback to support teams, suggesting enhancements for customer experience and product improvements.

Content Performance and Optimization

• Utilize content diagnostic data to monitor and assess the effectiveness of existing content, identifying opportunities for improvement based on performance metrics.
• Meet or exceed key performance indicators (KPIs) related to content accuracy, article production, customer experience, and overall effectiveness.
• Continuously improve documentation processes and identify opportunities to enhance the efficiency and effectiveness of content for both internal and external users.

Process Improvement and Risk Management

• Identify and articulate process-related challenges within documentation and propose solutions to enhance existing procedures.
• Proactively identify, resolve, or escalate risks that may impact business operations, maintaining a focus on compliance and customer satisfaction.

What We Look For:

• 3-5 years of experience in technical writing, copywriting, or documentation for customer support preference given for financial services, with a demonstrated ability to develop clear, engaging content for both internal and external audiences.
• At least 2 years of experience in Customer Support, including direct customer-facing experience. Experience with US Phone Support is highly preferred.
• Previous experience in US banking or financial services, with a solid understanding of industry-specific regulations, terminology, and compliance requirements.
• Bachelor’s degree in English, Journalism, Communications, or a related field. Relevant certifications or coursework in technical writing or content development are a plus.
• Exceptional written and verbal communication skills, with a keen eye for detail and consistency across documentation.
• Proficiency with documentation and workflow tools like Lucid Chart (for process visualization), Salesforce Service Cloud (for customer support documentation), and project management software (e.g., Asana, Jira) to manage content projects efficiently.
• Strong analytical skills to interpret data on content performance and optimize accordingly. Ability to articulate complex concepts clearly and concisely.
• Ability to work effectively with diverse teams across the organization, building relationships with stakeholders to ensure high-quality, user-centered documentation.
• Demonstrated ability to work independently, take ownership of content projects, and meet deadlines in a fast-paced environment.
• Eager to grow your skills and advance your career within a rapidly growing company. Excited about learning new processes, tools, and best practices.