Customer Experience Content Manager at Clearcover

| Chicago
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Who is Clearcover?
Clearcover is the smarter car insurance company. We use powerful technology to offer everyday drivers better coverage for less money. We’re proud to be one of the fastest growing startups in Chicago, and we’re currently looking to add a few more extraordinary people to our team.

What is a Customer Experience Content Manager at Clearcover?
You’re a veteran Technical Writer who has lots of experience editing and writing end-user technical documentation for the web. You understand comma usage like the back of your hand and can jump right into any project using an established Style Guide. You’ve mastered best practices for localization and spent some time in the trenches creating graphics and video tutorials. Nothing irks you more than a comma splice, and few things bring you as much joy as a finished piece of beautifully-written, easy-to-follow documentation.

Our Customer Experience (CX) department is among the best in the business, and we're looking to add an expert Content Manager to it. You will work cross-functionally with Clearcover Customer Advocacy, Clearcover Sales, Agent Advocacy, Underwriting, and Product Management to research and document the use of Clearcover and how to serve Clearcover customers. Your deliverables will include Help Center articles, educational snippets for support conversations, and internal Knowledge Base content. 

You’ll spend much of your time editing and mentoring other people in the CX department to write according to the Clearcover style, enabling us to continue to scale quickly and efficiently and maintain exceptional customer experience standards. 

What will you do?

  • Propose, write, and/or collaborate on customer education materials (e.g., Help Center articles, email content) to ensure that customers have the resources necessary to be successful with Clearcover

  • Propose, write, and/or edit process and educational documentation in the department’s various internal Knowledge Bases

  • Edit and provide feedback on team writing to ensure that customers get the most accurate, pleasantly-delivered, and helpful information possible

  • Interview subject matter experts to understand and translate content into documentation for customers

  • Strive to understand customer needs and gain in-depth product knowledge 

  • Understand, follow, maintain, and contribute to the CX department’s Style Guide

  • Coordinate with other CX department members to share processes and identify improvements that enhance our ability to deliver content on time and simplify customers’ experience with documentation

  • Create screenshots, illustrations, and videos for use in documentation where needed

  • Accurately estimate and plan documentation tasks

What do you need?

  • Excellent grammar and written communication skills

  • Passion for amazing customer experiences

  • Master’s degree in Technical Writing (preferred) 

  • 3+ years of experience of writing and editing end user documentation

  • Experience mentoring and leading other writers

  • Demonstrated editing skills

  • Demonstrated ability to understand and translate complex concepts simply

  • Demonstrated mastery of authoring and publishing tools

  • Demonstrated mastery of grammar principles for writing for translation

  • Experience using iOS, Android, and web apps

  • Experience in a customer service or support role

  • Proficiency in HTML

  • Experience in a startup

  • Customer support and Zendesk experience a strong plus

What's in it for you?

  • Unlimited vacation (we hire adults) 

  • Equity for all employees, so you own a piece of the pie, too 

  • Dental and Vision, we've got you covered 100%

  • Medical, we cover 90% of your premium, 75% of your dependents and contribute to your HSA and HRA (cha-ching)

  • Flexibility to work remotely

  • We invest in your future by contributing 3% of your salary to a 401(K), even if you don't

  • Come to work pre-taxed through our FSA commuter benefits 

  • and yes, we have unlimited LaCroix, beer, snacks and the occasional ice cream social 

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Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

Location

33 W Monroe, Chicago, IL 60603

An Insider's view of Clearcover

What's something quirky about your company?

It’s surprising how much we all grow to love discussing insurance. Everyone is genuinely interested in how the industry works and sharing knowledge. I think we feel we owe it to our customers to understand how insurance works, so they don’t have to. We’ve likely all thought at one point, “Wow, I never thought I’d care about insurance this much.”

Sunny

Senior Software Engineer

How do you collaborate with other teams in the company?

Whether I'm working with Product to promote a feature launch or partnering with our Customer Advocate team to communicate updates to customers, I get to collaborate across teams, leverage my skills & improve my expertise every day. Clearcover nurtures a collaborative environment and encourages thinking outside the box to deliver better experiences.

Alice

Director of Communications

What are Clearcover Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Clearcover covers 100% of the employee's dental benefits.
Vision Benefits
Clearcover covers 100% of the employee's vision benefits.
Health Insurance Benefits
Clearcover's health insurance plan is with United Healthcare with a range of plans including PPO, HDHP and HSA. If you elect an HSA, we cover your out-of-pocket deductible as an HSA contribution.
Life Insurance
Clearcover offers voluntary life insurance.
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Clearcover provides employees with a 401(k) contribution of 3% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Clearcover offers parental and maternal leave with up to three months of paid time off.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Clearcover's offers Commuter Benefits, employees can save an average of 30 percent off their commute by contributing pre-tax dollars.
Company Outings
Clearcover celebrates company wins by organizing quarterly outings to a variety of places like the Escape Room, Punchbowl Social and Bounce.
Game Room
Clearcover's game room includes a state-of-the-art ping pong table, custom Nerf gun wall and a Pop-a-Shot to let employees enjoy breaks between work.
Stocked Kitchen
Some Meals Provided
Professional Development Benefits
Job Training & Conferences
Clearcover offers a stipend to each employee to invest as they choose in their own professional development.
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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