Remote MX Internal Content & Process Writer (Remote in Portugal)
Otonomee
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. These SOPs are the backbone of our daily support operations — they help Member Care Representatives respond with confidence across live chat, phone, and email, and increasingly, they support our clients AI capabilities, too.
This is a permanent work from home position based in Portugal. WHAT YOU'LL BE DOING
OUR RECRUITMENT PROCESS
This is a permanent work from home position based in Portugal. WHAT YOU'LL BE DOING
- 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, ensuring they’re clear, consistent, and scalable across all member touchpoints
- Write with channel awareness — considering how processes differ across live chat, phone, email, and AI-assisted support
- Help identify and fix inefficiencies in current workflows through process analysis and team feedback
- Audit and maintain existing SOP content across internal platforms to ensure accuracy, clarity, and usability
- Translate complexity into clarity — creating content that’s practical and easy to understand
- Proven experience as a content writer, technical writer, or documentation specialist — ideally in Customer Experience
- A strong understanding of how support teams work, especially the daily needs and challenges of support agents
- Strong process thinking — you don’t just write the steps, you understand why they exist and how to improve them
- Excellent written English and attention to detail — especially around clarity, consistency, and structure
- Experience working in support or support operations
- Familiarity with how AI tools are integrated into support workflows
- An understanding of customer service platforms (e.g., Zendesk, Salesforce, Intercom)
- A love of clean information architecture and content that’s easy to navigate
- 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
OUR RECRUITMENT PROCESS
- 30 min Teams interview with the Recruitment Team
- Language test if applicable to the role
- 45 min Teams interview with the Hiring Team
Vacancy posted 26 days ago
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