Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

We're seeking a Help Center Content Lead to join Remitly on our mission of improving the financial services for immigrants and their families worldwide. You'll develop a deep understanding of our customers' needs and create and publish Help Center articles that support customer success. You'll develop an overall content strategy for our Help Center and ensure that content aligns with Remitly's high expectations for content quality, and that it supports the Remitly brand voice and style.

This role reports to the Senior Manager of Product Content. You'll play a pivotal role in supporting the enhancing the Remitly customer experience and be a key contributor to the product content team standards and team dynamic. While this role will be focused primarily on Help Center and digital support content, it may also expand to include UX content design projects. This role will be hybrid and based in Seattle, WA.

Note: Please apply with a copy to your updated portfolio link to be considered for this role.

You Will:

• Content strategy Establish the content strategy, content patterns, information architecture/hierarchy, voice and tone, and overall content best practices for the Help Center. Lead the development of new articles and other customer support content, ensuring that it answers common customer questions.
• New content creation & publishing Publish articles using the content management system (Sanity.io). Monitor performance metrics to understand areas of opportunity. Work with localization and engineering leads to ensure effective translations of Help Center content.
• Collaboration Partner closely with product management, legal, compliance, content design, product design, UX research, customer service, marketing, engineering, and localization.
• Data-informed content optimization Continually optimize Help Center content based on analytics and feedback from teams including customer service, voice of customer, and product/UX research.
• Content team collaboration: As a member of the product content team, help raise the bar for content at Remitly by ensuring content is clear, actionable, complete, concise, conversational, accessible, on-brand, and easy to translate/localize.

You Have:

• At least 3 years of experience creating mobile-first, customer-facing content. Experience creating and optimizing Help content is a plus.
• Familiarity with digital content best practices: style guides; design systems; plain-language best practices; accessibility; voice and tone; and SEO (search engine optimization).
• A portfolio of work that showcases your content skills.
• Experience with content management systems (CMS).
• Ideally: Familiarity with content analytics, such as click-through rates and depth metrics.
• Experience with (or curiosity about) content usability testing and optimization.

Compensation Details. The starting base salary range for this position is typically $100,000 - $120,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role. #LI-Hybrid

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.