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CX Technical Writer, Toronto

At OANDA the CX Technical Writer works closely with the customer service and operations teams to create and maintain all customer service-related content. Ultimately, this role will be responsible for increasing customer self-service and improving the self-service experience of our clients.

Responsibilities:

  • Write, edit and provide feedback on internal and external customer service documents
  • Submit work to Content Team Lead, CX Operations Team Lead and Compliance teams where appropriate for review and approval
  • Lead and plan meetings with Subject Matter Experts (SMEs) from both CX and other teams at OANDA to gather information and create documentation
  • Coordinate with the CX Content Team Lead on improving user experience that is consistent with our brand
  • Conduct simple keyword research and use SEO guidelines to ensure content is readily accessible to our clients
  • Utilize Salesforce reports and dashboards to analyze quantitative data and identify who and why someone is accessing our self-service help portal
  • Analyze, review and implement changes to the client support website pages so that they are optimized for search engines
  • Identify customers’ needs and gaps in our content, and recommend new topics for module development
  • Research industry-related topics and standards around content management
  • Ensure all-around consistency (style, fonts, images and tone) according to Marketing’s copy style guide
  • Prepare, edit and create presentations for CX and other teams at OANDA

Qualifications:

  • Excellent writing and editing skills
  • University degree in Marketing, English, Journalism or related field
  • 2-5 years of work experience as a writer, or similar role managing SEO/tagging and content flow in Foreign Exchange or Financial Services or related industry
  • Demonstrated writing skills either in published articles, content or website material
  • Strong research experience with demonstrated ability to leverage multiple resources to develop compelling content for website publications that meet content and governance standards
  • Demonstrable experience utilizing Salesforce (Knowledge Base)
  • Some knowledge of HTML

Skills & Behaviours:

  • Ability to work to short and tight deadlines and deliver quality work in a highly demanding environment
  • Ability to handle confidential and sensitive information in a professional manner
  • Experience working closely with cross-functional teams; ability to establish relationships at all levels of the organization.
  • Detail oriented, reliable, resourceful and meticulous in nature
  • Flexibility to work hours accommodating to time zones
  • Must be a problem solver, decision maker, with the ability to prioritize and work to deadlines in developing relevant / intriguing content
  • Process driven with strong project management and multi-tasking skills

Covid support section

  • We are moving to the new office space which was designed and rebuilt to offer you a secure environment in pandemic time
  • Hybrid way of working (remote work + open office)

What is our application process? Design to current mobile first environment- video calls and possibility of using LinkedIn profile instead of resume Let us know you!

Apply