Content Specialist

The Content & Knowledge Management Operations (CKMO) team at Square equips both sellers and Customer Success (CS) advocates with technical product documentation, empowering sellers to independently navigate how to start, run, and grow the business of their dreams. Our simple, straightforward, and accurate content empowers sellers with innovative learning experiences to build foundational product, technical, and business knowledge for sustained long-term growth. We answer questions while simultaneously teaching business owners how to maximize their use of Square. Furthermore, the CKMO team develops and manages internal procedures for CS advocates to support sellers when they need additional account support.

While you'll contribute to our global content strategy, you'll specialize in creating and maintaining Japanese content, working closely with our Japan-based teams and stakeholders.

This role can be based anywhere in Japan and work from home or in our Tokyo office.

You will:

• Create and maintain product support content that transforms complex financial and technical concepts into clear, accessible documentation
• Review and optimize content for the Japanese market, ensuring cultural relevance and linguistic accuracy
• Drive the implementation of a standardized, connected, and scalable content strategy to enhance our sellers' self-service experience
• Actively participate in Japanese-language meetings with product, engineering, and CS teams
• Communicate daily in Japanese via Slack with local stakeholders and partner teams
• Work closely with Japan-based teams to understand market-specific needs and challenges
• Contribute to global team meetings and projects in English
• Lead multiple concurrent projects while managing dependencies and adapting to dynamic launch schedules
• Leverage data analytics to optimize self-service resources, search experience, and media library
• Measure and demonstrate the impact of content initiatives on business objectives and Square's mission of economic empowerment
• Contribute insights about Japanese market needs to global content strategy
• Identify opportunities for content improvement based on Japan-specific user behavior and feedback
• Review and maintain internal knowledge base content for Japan-based CS advocates

You Have:

• Native-level Japanese communication skills (reading, writing, speaking) for daily collaboration with Japan-based teams
• Business-level English proficiency for global team collaboration
• Demonstrated ability to work effectively in both Japanese and global business contexts
• 2+ years of experience in one or more of the following:
  • Customer success
  • Content or technical writing
  • Content design
  • Editorial work
• Proven experience in developing and maintaining content strategy
• Strong technical aptitude with the ability to quickly learn new products and features
• Experience working in cross-functional, collaborative environments
• Demonstrated ability to manage multiple projects with shifting timelines
• Strong analytical skills and data-driven decision making ability
• Passion for simplifying complex concepts into clear, user-friendly content

Even better, you have:

• Experience in English to Japanese translation
• Background in content localization or adaptation for the Japanese market
• Experience working in bilingual (Japanese/English) professional environments
• Knowledge of Japanese business practices and communication styles
• Advanced degree in Journalism, English, Technical Communication, Library and Information Science, or related field
• Experience with content management systems, particularly Contentful
• Background in taxonomy management and information architecture
• Proficiency in creating visual content (screenshots, GIFs, screencast videos)
• Experience with analytics tools (e.g., Looker) and SEO optimization
• Understanding of financial technology (fintech) industry