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Customer Care Technical Writer

February 15, 2023
Job Type Full-Time  
Experience Level Mid  
Organization Type Corporate L&D  
Pay Range

Life360 is a Remote First company, which means a remote work environment will be the primary experience for all employees. All positions, unless otherwise specified, can be performed remotely (within the US) regardless of any specified location above.About Life360At Life360, we’re on a mission to simplify safety so families can live fully. Everyday more than 33 million members across 195 countries trust us to protect and connect their loved ones at home, on the road, and on the go.From real-time location updates to keep everyone coordinated, to Crash Detection and 24/7 Roadside Assistance, Life360 is designed to free families from everyday worries. Our range of Driving Safety, Digital Safety, Location Safety, and Personal Safety features are there to keep our members safe every step of the way.Life360 has more than 400 (and growing!) remote-first employees.In 2021, Life360 acquired Tile, the pioneer in finding technology, and Jiobit, one of the top real-time location monitoring platforms for families. These expanded offerings mark an important step forward towards achieving our vision of being the world’s leading platform for people, pets and things.We value having a diverse and inclusive community from many backgrounds, so even if you don’t meet 100% of the below qualifications, you should still seriously consider applying!About The JobWe are looking for a meticulous individual to create and oversee our knowledge articles. The right candidate is fixated on the customer experience and how to make it effortless and memorable for Life306’s customers and partners. You delight in knowing that your knowledge articles will result in every customer interaction being handled efficiently and pleasantly and that each customer problem will be solved.In this position, you will create knowledge articles, both customer and agent-facing as well as macros to support our customers and create a delightful experience. You will be highly organized and will partner with teammates to keep projects on track. You will also, when needed, create training materials for our contact centers.The salary range for this position is $81,000 to $95,000. We take into consideration an individual’s background and experience in determining final salary- therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.What You’ll Do

  • Ensure our digital content (Help Center Articles, Macros, Videos) are accurate, consistent, easily consumable, and Care “branded” in collaboration with Life360 marketing
  • Partner with the team to create content that will support new product and feature introductions, new partner launches, and other company projects.
  • Partner with Quality and Operations to understand how to improve knowledge articles to enhance the customer experience
  • Monitor knowledge articles for consistency and continued improvement
  • Work with our international team and ensure content is translated for the expanding global markets that we support
  • Work with the team to ensure training and knowledge align for ensuring consistency in messaging
  • Write in a variety of styles and voices, as well as proofread and edit the work of your team members
  • Refine the processes and responses used by the customer care team to improve the customer experience for our entire Life360 community

What We’re Looking For

  • 3+ years customer care content writing
  • Technical writing experience preferred
  • Experience working in a contact center environment
  • Detail-oriented and organized
  • Collaborative team player and self starter
  • Prioritize task and meet deliverables
  • Proactive and resourceful – eager to identify areas for improvement and implement solutions
  • Works in the fast-paced startup environment is a plus
  • 4-year degree or equivalent experience
  • Ability to travel internationally as needed
  • Bachelor’s degree or equivalent

Our Benefits

  • Competitive pay and benefits
  • Medical, dental, vision, life and disability insurance plans (100% paid for employees)
  • 401(k) plan with company matching program
  • Mental Wellness Program & Employee Assistance Program (EAP) for mental well being
  • Flexible PTO, 13 company wide days off throughout the year & paid Holiday Shutdown
  • Learning & Development programs
  • Equipment, tools, and reimbursement support for a productive remote environment
  • Free Life360 Platinum Membership for your preferred circle
  • Free Tile Products

Life360 ValuesOur company’s mission driven culture is guided by our shared values to create a trusted work environment where you can bring your authentic self to work and make a positive difference

  • Be a Good Person – We have a team of high integrity people you can trust.
  • Be Direct With Respect – We communicate directly, even when it’s hard.
  • Members Over Metrics – We focus on building an exceptional experience for families.
  • High Intensity High Impact – We do whatever it takes to get the job done.

Our Commitment to DiversityWe believe that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better results. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and the communities we serve. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their authentic best selves to work.We are an equal opportunity employer and value diversity at Life360. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any legally protected status.We encourage people of all backgrounds to apply. We believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.