About Bluevine
Bluevine is on a mission to enable a better financial future for small business owners through innovative banking solutions designed just for them. By combining best-in-class technology with advanced security and a deep understanding of the small business community, we deliver end-to-end banking and lending products that empower always-on entrepreneurs to grow their businesses with confidence.
As a dynamic company with massive potential, we’re backed by leading investors such as Lightspeed Venture Partners, Menlo Ventures, 83North, Citi Ventures, and nearly 9 years of proven success. Since launching in 2013, we have grown exponentially, amassing over 400,000 customers across all 50 states and a global team of more than 500 people. Our passion is driven by purpose: to give small businesses the tools they need to succeed and we’re just getting started.
All of this begins with our team who are driven by collaboration, problem-solving, and learning and growing together. With a commitment to innovation and community impact, our mission is to help every small business—and every team member—thrive. Join us! #LI-Hybrid
About the Role:
As a Policy and Procedure Writer, you will develop and maintain accurate, clear, and comprehensive documentation that supports our Customer Support teams and enhances the customer experience. You will create, update, and maintain Standard Operating Procedures (SOPs), job aids, customer help guides, talking points, and templates for email and chat to ensure consistency and clarity across communication channels. Partnering closely with Customer Support, Product, Marketing, Risk, Legal, and Compliance teams, you will gather insights and feedback to ensure that all documentation is accurate, regulatory-compliant, and responsive to internal and customer needs. Through your work, you’ll empower our Customer Support teams with the resources to assist customers confidently and efficiently, building stronger connections and improving customer satisfaction.
What You’ll Do:
Content Development and Documentation
Develop, update, and maintain comprehensive documentation, including Standard Operating Procedures (SOPs), internal job aids, customer-facing help guides, talking points, and email/chat templates.
- Write user-friendly content that meets the needs of both customer support teams and external customers, translating complex information into clear and accessible language.
- Ensure consistency, accuracy, and compliance of all content across multiple documents and platforms.
- Incorporate feedback and gain approvals from stakeholders through document governance for content created.
Research and Subject Matter Expertise
- Collaborate with subject matter experts to gather, organize, and document complex technical information into straightforward content.
- Gain a deep understanding of Bluevine’s products and services to ensure that documentation aligns with product knowledge and customer support requirements.
- Regularly review and refine documentation based on product updates, customer feedback, and performance metrics.
Collaboration and Cross-Functional Partnerships
- Work closely with teams across Customer Support, Product, Marketing, Risk, Legal, and Compliance to gather insights and feedback on documentation needs.
- Participate in cross-functional projects, providing updates, receiving input, and incorporating insights from various stakeholders to ensure alignment and content quality.
- Serve as a voice for the customer by collecting and delivering feedback to support teams, suggesting enhancements for customer experience and product improvements.
Content Performance and Optimization
- Utilize content diagnostic data to monitor and assess the effectiveness of existing content, identifying opportunities for improvement based on performance metrics.
- Meet or exceed key performance indicators (KPIs) related to content accuracy, article production, customer experience, and overall effectiveness.
- Continuously improve documentation processes and identify opportunities to enhance the efficiency and effectiveness of content for both internal and external users.
Process Improvement and Risk Management
- Identify and articulate process-related challenges within documentation and propose solutions to enhance existing procedures.
- Proactively identify, resolve, or escalate risks that may impact business operations, maintaining a focus on compliance and customer satisfaction.
What We Look For:
- 3-5 years of experience in technical writing, copywriting, or documentation for customer support preference given for financial services, with a demonstrated ability to develop clear, engaging content for both internal and external audiences.
- At least 2 years of experience in Customer Support, including direct customer-facing experience. Experience with US Phone Support is highly preferred.
- Previous experience in US banking or financial services, with a solid understanding of industry-specific regulations, terminology, and compliance requirements.
- Bachelor’s degree in English, Journalism, Communications, or a related field. Relevant certifications or coursework in technical writing or content development are a plus.
- Exceptional written and verbal communication skills, with a keen eye for detail and consistency across documentation.
- Proficiency with documentation and workflow tools like Lucid Chart (for process visualization), Salesforce Service Cloud (for customer support documentation), and project management software (e.g., Asana, Jira) to manage content projects efficiently.
- Strong analytical skills to interpret data on content performance and optimize accordingly. Ability to articulate complex concepts clearly and concisely.
- Ability to work effectively with diverse teams across the organization, building relationships with stakeholders to ensure high-quality, user-centered documentation.
- Demonstrated ability to work independently, take ownership of content projects, and meet deadlines in a fast-paced environment.
- Eager to grow your skills and advance your career within a rapidly growing company. Excited about learning new processes, tools, and best practices.
BENEFITS & PERKS
- Excellent group health coverage and life insurance
- Stock options
- Hybrid work model
- Meal allowance
- Transportation assistance (terms and conditions apply)
- Generous paid time off plan, Holidays
- Company-sponsored mental health benefits
- Financial advisory services for both short- and long-term goals
- Learning and development opportunities to support career growth
- Community-based volunteering opportunities
What We Do
We are on a mission to enable a better financial future for small business owners through innovative banking solutions designed just for them.
Bluevine is on a mission to enable a better financial future for small business owners through innovative banking solutions designed for them. Small businesses deserve accessible and modern financial services, and traditional banks have underserved them for too long.
By combining industry-leading technology and security with our team's expertise and care, we help small businesses spend their time on what matters most—the next chapter of their business.
Since 2013, we've provided small businesses with access to more than $13billion in financing. As a top small business banking provider trusted by thousands of small business owners, we're proud to offer a full suite of tailored banking services, including a business checking account, line of credit, and bill pay services that serve the always-on entrepreneur.
With a global presence of more than 500 employees, we're hiring problem solvers and collaborators to help build a better financial future for small business owners.
* BlueVine is a financial technology company, not a bank.
Why Work With Us
Grow your career alongside problem solvers and innovators who thrive on collaboration, a fun environment, and meaningful work. We’re a diverse and humble team who love a good challenge and spend our days building a better financial future for small businesses. Join us!
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