Customer Support Content Writer

Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in over 1,000 categories.

As part of the support content team, you'll work with team members across our organization to write and edit help articles, email templates, and internal knowledge base articles. You'll think critically about the resources needed to solve and offer guidance for customer support issues.

* You'll manage projects (large and small) to make sure we are prepared for updates that impact the customer experience. You'll help communicate product launches, marketing initiatives, and process updates to support the team. * You'll monitor the effectiveness of our support materials and resources. You'll use your findings to create and share content with the support team and with our customers. * You'll research support issues and work with internal teams to deliver content (instructions, email templates, help center articles) that is accurate, helpful, and brand appropriate. * You'll serve as a customer advocate. You'll ensure that our customers' voices are heard and that their feelings are considered with every decision you make. * You'll assist and serve the customer support team so that they (and we) can delight our customers. * You'll identify gaps and challenges that you discover, communicate these back to the team, and find opportunities for improvement.

* You've got a Bachelor's Degree and at least 3-5 years of professional writing experience (bonus points for previous customer support experience). * You're a strong writer and editor. You're comfortable receiving feedback from others, self-editing, and editing the work of others. * You have excellent communication and problem-solving skills (and you're not afraid to use them!). You're able to effectively convey your ideas and collaborate with various people and teams. * You understand brand voice and tone, and you appreciate a well-crafted sentence. * You can take complex issues and turn them into clear, concise sentences. * You have a desire to improve the customer experience and the intellectual curiosity to experiments with different solutions. * You take pride in your work, are ambitious, and have a can-do attitude. * You are customer obsessed and are ready to tackle the wonderful world of support content.