Senior Content Writer, CX

Job Description

We are rewriting the rules of insurance, and we’re looking for a full-time Content Writer who is up for the challenge of bringing our evolved voice to life. Senior Content Writer can mean different things to different people. Here’s what it means at Root. This role is a magical mix of all things related to our customer experience. With a primary focus on email, you’ll be responsible for writing B2C and B2B marketing content that makes our customer experience easy and engaging. This means taking an often ambiguous problem, diving deep into the user experience, and suggesting creative solutions to help our customers. At Root, we’ll never tell you how to solve the problem—so if you enjoy tackling CX challenges head on, love the AP style guide, find yourself copy editing marketing emails in your inbox, but are also inclined to write pithy lines on napkins around your house, then this role is for you. Our team of writers is responsible for all content outside of the Root app. From blogs to billboards, scripts to SEO, our nimble creative team crafts it. Where would you fit in? Our ideal Senior Content Writer will be able to masterfully update copy to Root brand standards, compose smart, engaging short-form and long-form content, break down complicated concepts and make them easy to understand, and scour language for style, clarity, grammar, and punctuation—all while staying mindful of a tight production workflow. Root’s creative marketing team is on a mission to unbreak the insurance industry. We’re a tight-knit, collaborative group guided by a highly iterative, user-centered design process. With insights gained through testing, data analysis, and thoughtful critique, we’re driving the strategy that grows our business and will shape the insurance industry of tomorrow. You’ll be working closely with our innovative and whip-smart team of designers, marketing partners, product managers, engineers, customer service specialists, attorneys, and program managers (to name a few).

The Role

The voice of Root (that’s you)
• As a Senior Content Writer, you are the voice of everything Root customers experience during their CX journey. Your words are seen by every person who tries our products. Your words matter, and as a writer you have the opportunity to have a real impact on the business. Root isn’t a typical insurance company. We’re not stuffy, boring, or traditional. We never want insurance to feel stressful, overwhelming, or hard. And it’s the Senior Content Writer’s job to be sure we never do.
The Root voice (this is what you’ll write)
• Our brand experiences mirror the app that started it all: bold, human-centric, simple. The Root voice is straightforward, direct, and approachable. peak in a clear, engaging way. We take complicated, highly regulated insurance content and break it down into succinct, clear copy both our clients and customers understand. Yes, we occasionally throw in a joke or wink here or there, but it’s always well-placed and thoughtful. The insurance industry is riddled with clichés and expected lines. We pride ourselves on rising above that.
Passion for the craft of writing
• Strong writing isn’t just the ability to write a great headline or a descriptive piece of prose. At Root, it’s about clarity and humanity. It’s using smart writing and grammar to communicate in a way that’s accurate and easy, often with character limits. We constantly ask ourselves how we can say more with fewer words. And we prove it’s possible every day.
Flexibility
• Due to the nature of our business, daily copy needs range from serious and empathetic to energetic and light. There will be times for creative copy to engage and times where copy should be simple and straightforward.
Deep empathy for the user
• As a Senior Content Writer, you put every effort into understanding what our clients and their customers need. Your background gives you a strong gut about how to solve problems for users. What you don’t know, you learn through qualitative and quantitative research, analyzing previous feedback, and whatever other tools are at your disposal.
Bias toward action
• We want someone who is not only up for a challenge but seeks them out. We need someone who can thrive as part of a team but who’s also comfortable working independently. Our Senior Content Writer is someone who is interested in researching and learning—whether it’s continued education about UX writing, following the ever-changing trends in the FinTech environment, or becoming an expert on a new Root insurance line.
Making the complex simple
• You have a knack for taking complex concepts and making them accessible to non-experts. You explain empathetically and never talk down to your audience.

Skill Sets Required:

• A solid understanding of email best practices
• Basic to intermediate experience with A/B testing
• Grammar expert
• Tight writer
• Excellent proofreading skills
• Advanced background in research
• Part-time strategist (Notice it doesn’t say “strategic thinker.” Of course you’re a strategic thinker, but Root writers connect all of their content back to strategy. And if for some reason there isn’t a strategy to be found, they’re quick to get the right people in the room to make it happen.)
• Accustomed to working with legal/compliance teams to review content
• Self-starter
• Skilled collaborator
• Flexible in working style (sometimes design will drive copy, sometimes copy will drive design, and sometimes you’ll volley back and forth)
• 5+ years of relevant writing/editing experience in a creative, editorial, or marketing environment
• 2+ years of relevant CX email experience, preferably in either FinTech or an analytics-based environment
• A deep love of the Oxford comma (happy to support those in transition)This role reports to the Copy Director.
• Please provide a PDF of relevant work samples or web link to a portfolio. Applications without a portfolio will not be considered.
• This is a full-time position. Due to COVID-19, our teams are currently collaborating remotely, so bring your sweatpants. A laptop and appropriate software will be provided.
• Root believes diverse teams build better products, and we are looking for people who not only contribute hard skills but also broad perspectives that challenge us to better serve our customers.

What draws people to Root. We’re a public technology company. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined: Autonomy. For assertive self-starters, the opportunities to contribute are limitless. Impact. By challenging the way it’s always been done, we solve problems that have a big impact on our business. Collaboration. We encourage rich discussion and civil debate at every turn. People. We are inspired by the collection of crazy-smart people around us. Apply for this job