User Comms Review Editor

Who we areAbout Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Keep users informed about Stripe’s products and services, especially any changes that could affect their businesses.

Our User Comms Review team—part of our larger Narrative & Editorial team— is responsible for reviewing and refining all transactional communications that are delivered via email and in our users’ Dashboard. Transactional comms channels are Stripe’s most important channels for existing users, keeping them updated about pricing changes, product availability, changes to their implementation, regulatory updates, and more. As such, this role requires substantial product knowledge, a clear and concise communication style, and a deep empathy for users and how they experience Stripe.       

What you’ll do

• Edit and approve transactional communications from all corners of Stripe—Product, Legal, Sales, and more. 
• Collaborate with the Content Design team to ensure consistency in messaging across all Stripe surfaces. 
• Work on cross-functional projects to improve overall delivery of information to users, mitigate incidents that affect significant numbers of users, and prepare for major company announcements.
• Improve existing “canned response” comms to ensure we are consistently delivering relevant, clear information to users in a timely fashion. 

Responsibilities

• Understand the Stripe product suite and how users use different products and features across business models and geographies. 
• Understand and have deep empathy for users and their businesses, and how changes to their implementation can have bottom-line implications. 
• Maintain an approval queue of outbound user comms as one of the last internal Stripes to take a critical look at how we are talking to our users. 
• Take ownership and don’t be afraid to push back on internal stakeholders when you don’t think a particular message or series of communications takes a user-first approach. 
• Translate technical jargon into clear, plainspoken prose."
• Collaborate with internal stakeholders to understand the message we want to convey and refine source copy into simple but thorough emails and notifications. 

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. 

Minimum requirements

• 4+ years of experience in a user-facing role such as support, community ops, or user comms.
• 4+ years of experience handling messaging or editorial content designed to help users understand complex concepts and practical applications of those concepts. 
• Experience working in B2B settings is preferred, but not required. 
• Experience collaborating with more technical internal stakeholders.
• Preferred location in the US Pacific time zone.