MX Internal Content & Process Writer - Remote

Overview

We’re looking for a detail-oriented MX (Member/ Customer Experience) Internal Content & Process Writer to join our brand-new MX Content team. In this role, you'll work closely with our client OURA, Support Ops SMEs and cross-functional teams to document, optimize, and standardize the Standard Operating Processes (SOPs) that power our Member Care team.

In Short

• Partner with Support Operations SMEs to gather requirements, map flows, and validate accuracy.
• Develop content that’s clear, accurate, and actionable for both internal MCRs (Member Care Representatives) and partner teams.
• Document and standardize SOPs for key support processes.
• Write with channel awareness across live chat, phone, email, and AI-assisted support.
• Identify and fix inefficiencies in current workflows through process analysis.
• Audit and maintain existing SOP content across internal platforms.
• Translate complexity into clarity — creating practical and easy-to-understand content.

Requirements

• Proven experience as a content writer, technical writer, or documentation specialist.
• A strong understanding of how support teams work.
• Strong process thinking.
• Excellent written English and attention to detail.
• Experience working in support or support operations is advantageous.
• Familiarity with AI tools in support workflows.
• Understanding of customer service platforms (e.g., Zendesk, Salesforce, Intercom).

Benefits

• Fully Remote work based in Portugal.
• A competitive salary.
• Health Insurance.
• Flexible Benefits.
• Internet Allowance (€20 per month).
• Meal Allowance (€7.63 per working day).
• Equipment provided.
• Home office allowance.
• A Buddy on joining.
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility.