Content Support Specialist

Lending Club San Francisco , CA 94118

Posted 2 months ago

Lending Club (NYSE: LC) opened in 2007 with one simple mission: create a more efficient, transparent and customer-friendly alternative to the traditional banking system that offers creditworthy borrowers lower interest rates and investors better returns. Today, we're the world's largest online credit marketplace, and we're radically changing the way lending operates. We're proud of the recognition we've received, including being named a World Economic Forum Technology Pioneer, a CNBC Disruptor 50, and one of The World's 10 Most Innovative Companies in Finance by Fast Company. We're conveniently located in downtown San Francisco, California.

Role

Looking for a challenge? Want to make a difference? LendingClub seeks an accomplished Content Support Specialist. Join LendingClub's team and have the opportunity to contribute to the company's growth and success.

This role sits with our Content & Project Management team, which is home to technical writing, project and change management, and content strategy. We document and orchestrate work performed across teams to ensure we're communicating clearly, consistently, and in compliance with industry regulations. We pride ourselves on providing quality content to support both our internal teams as well as our members.

As a support content specialist, you will craft the best possible content that increases our members' self-service rate, improves first-time resolution, and reduces contacts. You'll partner across the organization to write, update, and maintain member-facing content that reflects product changes and the latest member experiences. Writing multi-channel content that's compassionate, friendly, and down to earth, you'll help our members understand our platform and quickly find the answers they need.

Responsibilities

  • Write clear, high-quality content and communications for email, help center articles, chat and text interactions, and communication test channels

  • Understand common questions and challenges, and craft content to address all aspects of our members' journey

  • Actively spot and address areas of improvement in tone, voice, and processes

  • Manage multiple projects with varying priorities and timelines

  • Conduct reviews and audits to ensure content is current with product updates, operational processes, and industry regulations

  • Interpret and analyze metrics to prioritize projects and ensure content success

Qualifications

  • BA in English, Journalism, Education, or similar

  • 2+ years of relevant content experience

  • Excellent written communication skills, and the writing samples to show it

  • Strong ability to craft the correct tone and content for any given situation and channel

  • Independent, self-starter who excels at working in a dynamic and fast-paced environment and accepts change and continual iteration

  • High-energy, positive teammate that works well with others

  • Familiarity with metrics and analytics tools such as Google Analytics

Preferred Qualifications

  • Experience in finance or Fintech

  • Broad understanding of using different mediums and channels to communicate

  • Familiarity with Zendesk and Jira

LendingClub is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color , national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional lending system.


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Content Support Specialist

Lending Club