Onsite Customer Care Content Writer — Santa Ana

Collectors Holdings, Inc.; Santa Ana (CA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Paid Vacation

Ten company holidays

Employee discounts

Flexible Hours

Team celebrations

Job summary

Collectors Holdings, Inc. is seeking a Customer Care Content Writer to join the PSA Customer Care team in Santa Ana, CA. This full-time onsite role collaborates with product, support, and engineering to craft clear help articles, guides, and FAQs that empower customers worldwide.

You will use AI tools to streamline content, review tickets for gaps, and maintain accurate SOPs and templates. The ideal candidate has 3+ years of technical writing or copywriting and excellent communication skills.

Qualifications

• 3+ years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms (e.g., Salesforce, Intercom).
• Experience modernizing content strategies with AI and LLM tools.
• Ability to turn complex workflows into clear, easy steps.
• Excellent written and verbal communication skills.
• Strong organization, attention to detail, and grammar.
• Ability to collaborate across teams to gather accurate information.
• Degree or equivalent professional experience preferred.

Responsibilities

• Write and update help articles, step-by-step guides, and FAQs.
• Partner with product, support, and engineering teams to learn new features and have content ready by launch day.
• Review customer feedback and support tickets to find missing or confusing topics.
• Keep all support documentation accurate, clear, and current.
• Write in simple, helpful language that matches our brand voice.
• Use AI to make critical information and SOPs easier to access.
• Audit automated response performance and maintain the Fin agent guidance repository.
• Reduce customer contacts by expanding self-service content.
• Lower AHT by providing SOPs and email templates for reps.
• Improve CSAT through clearer written content and cross-team knowledge sharing.

Job description

Collectors Holdings, Inc. is seeking a Customer Care Content Writer to join the PSA Customer Care team in Santa Ana, CA. This full-time onsite role collaborates with product, support, and engineering to craft clear help articles, guides, and FAQs that empower customers worldwide.

You will use AI tools to streamline content, review tickets for gaps, and maintain accurate SOPs and templates. The ideal candidate has 3+ years of technical writing or copywriting and excellent communication skills.