Full-Time MX Internal Content & Process Writer

We’re looking for a detail-oriented MX (Member/ Customer Experience) Internal Content & Process Writer to join our brand-new MX Content team. You'll work closely with client OURA, Support Ops SMEs and cross-functional teams to document, optimize, and standardize Standard Operating Processes (SOPs).

These SOPs are the backbone of our daily support operations. They help Member Care Representatives respond with confidence across live chat, phone, and email, and support our client's AI capabilities.

What you'll be doing

• Partner with Support Operations SMEs to gather requirements, map flows, and validate accuracy.
• Develop content that's clear, accurate, and actionable for internal MCRs and partner teams.
• Document and standardize SOPs for key support processes, ensuring clarity, consistency, and scalability across all member touchpoints.
• Write with channel awareness (live chat, phone, email, AI-assisted support).
• Help identify and fix inefficiencies in current workflows through process analysis and team feedback.
• Audit and maintain existing SOP content across internal platforms, ensuring accuracy, clarity, and usability.
• Translate complexity into clarity, creating practical and easy-to-understand content.

Your profile

• Proven experience as a content writer, technical writer, or documentation specialist (ideally in Customer Experience).
• Strong understanding of how support teams work, especially the daily needs and challenges of support agents.
• Strong process thinking (understanding the *why* behind processes and how to improve them).
• Excellent written English and attention to detail (clarity, consistency, and structure).

Additionally advantageous

• Experience working in support or support operations.
• Familiarity with how AI tools are integrated into support workflows.
• Understanding of customer service platforms (e.g., Zendesk, Salesforce, Intercom).
• Love of clean information architecture and easy-to-navigate content.

What is the last date for applying to the job?

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