Sr. Manager, Support Content & Tools

Nashville, TN /
Client Services – Training /
Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.2T U.S. construction industry. We strive to empower lenders, owners, builders, and vendors with innovative software, payments products & services that enable participants to manage risk, maximize productivity / collaboration and ensure better cost management as capital flows into and throughout the construction industry. Founded in 2015, Built now serves more than 110 of the top financial institutions in the US and Canada, including 25+ of the top 100 US construction lenders. In 2019, we completed our Series B raise led by Goldman Sachs bringing our total funding to $55M. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory.

We’re looking for a content curator, writer, and CMS administrator who will take technical content details and create easy to follow training and support content for our rapidly expanding client base. In this role, you’ll work closely with internal and external stakeholders  to create clear, concise, and easily searchable articles and guides to answer their questions. A key role within our client services functions, you will help take our support program to the next level. 

What you’ll do:

    • Develop and manage a content management system and output calendar for support articles
    • Adapt, write, and edit content to develop a thorough customer-facing knowledge base
    • Manage, audit, update, and optimize our library of existing content
    • Partner with Product and Engineering teams to develop an article cadence that aligns with new products and features
    • Own and report on key metrics and KPIs to measure content performance
    • Ensure that all content is on-brand, consistent in terms of style, quality and tone of voice, and optimized for clarity and user experience
    • Proactively develop standards, processes, and best practices for rapid content creation

What we're looking for:

    • 3-5 years experience in content and strategy with experience in banking, software, or SaaS
    • Experience using analytics to determine article effectiveness
    • Experience administering a Content Management System / Knowledge Base (SalesForce preferred)
    • Exceptional written skills and meticulous attention to detail
    • Uncommon ability to deal with ambiguity and competing priorities across multiple lines of business
    • Fast learner who can produce while learning
    • Extreme ownership of a key tool to support end users at all stages of client life cycle
    • Experience with people leadership preferred

The rare opportunity to change the world and radically disrupt an industry
Competitive benefits including Unmetered Vacation; Health, Dental & Vision Insurance; and 401k
Flexible Hours
Weekly Team Lunches
Kitchen loaded with all the essentials to keep you productive