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Opportunities

Manager, Customer Content at Boundless
Remote

Are you a clear, concise, customer-centric writer? Can you translate complex answers to complex questions into easy-to-understand, customer-facing copy? Are you excited by the idea of helping immigrants navigate the immigration process more confidently and affordably?

Boundless Immigration is looking for a Technical Writer / Content Manager to join our Customer Operations team. In this role, you’ll be responsible for crafting both internal and customer-facing content such as manuals, DIY guides, templates, training materials, help center and knowledge base copy, scripts and canned responses for customer teams, copy for policy/process updates, and more! 

Who Boundless is

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country. 

In 2020, Boundless acquired RapidVisa to become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams. After four years of policy headwinds, we are at an inflection point, projecting to grow 3-4x every year through the Biden administration and to become the first brand in an industry that has never had one before.

Who you are 

As a Customer Content Manager, you’re able to easily manage and organize lots of information and can write clear, concise, and accurate documentation for our customers that supports an exceptional customer experience. You’re hyper-organized, juggling multiple projects at once, all while maintaining precise revision history. Your writing is user-friendly, and you’re able to learn complex concepts quickly, then able to communicate that information in engaging and understandable copy that maintains the tone and brand voice of Boundless and our partner company, RapidVisa. 

Key Responsibilities: 

  • Ensure a consistent brand voice and tone throughout all channels and content.
  • Ongoing management and maintenance of the customer help center / knowledge base
  • Create and curate a library of phone scripts and canned responses relating to our various services for the customer experience 
  • Write training documentation and process for our customer operations team
  • Partner with cross-functional stakeholders on the development and execution of DIY manuals and guides to support our customers and enhance their experience with Boundless 
  • Create copy for customers and customer operations relating to immigration policy/processes 
  • Edit / proofread documents quickly and thoroughly 

What we’re looking for:

  • 2-4 years of prior content management or technical writing experience 
  • 1+ years of experience working with customer service or enablement functions
  • You’re a clear, concise writer who can distill complex ideas into easily understood language
  • You can think, write, and act fast -- to allow for real-time testing, learning, and rapid iterations 
  • You have an innate sense of ownership and accountability
  • You are proactive and collaborative; you love working with teams and your team likes working with you 
  • You can juggle multiple creative projects simultaneously 
  • Spanish language proficiency is a plus! 
  • Must share sample work product - preferably a user manual or portfolio 
  • Must be detail-oriented and able to work in a nimble startup environment while under pressure to meet deadlines 
  • Strong written and oral communication skills
  • Ability to work in a remote environment