About

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 
 

• 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

WHAT YOU GET IN RETURN:

• 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

1. 30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team