Talent.com
Otonomee
Remote MX Internal Content & Process Writer (Remote in Portugal)Otonomee • St Thomas, Ontario
Remote MX Internal Content & Process Writer (Remote in Portugal)

Remote MX Internal Content & Process Writer (Remote in Portugal)

Otonomee • St Thomas, Ontario
30+ days ago
Job type
  • Full-time
  • Permanent
  • Remote
Job description
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

Additionally advantageous if you have:
  • 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

OUR RECRUITMENT PROCESS
  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
Create a job alert for this search

Remote MX Internal Content & Process Writer (Remote in Portugal) • St Thomas, Ontario

Similar jobs

Product Manager, Portals Ecosystem (m/f/d)

TrackunitLondon, ON, CA
Full-time

Come make a difference in a fast-growing, innovative, Software Product Management team that combines a scale‑up atmosphere with a global industry‑leading product portfolio.You’ll be part of buildin... Show more

 • Promoted

Digital Workforce Transformation - Ukg Pro Implementation Senior Consultant

EYLondon, Canada
Full-time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.And we’re counting on your u... Show more

 • Promoted

Digital Workforce Transformation - UKG Pro Implementation Senior Consultant

EYLondon, ON, CA
Full-time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.And we’re counting on your u... Show more

 • Promoted

Digital Workforce Transformation - UKG Pro Advanced Schedule Senior Consultant

EYLondon, ON, CA
Full-time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.And we’re counting on your u... Show more

 • Promoted

Remote Content Writer - Women’s Empowerment NGO

Aminatu OrganizationLondon, ON, CA
Remote
Full-time

Aminatu Organization is seeking a Digital Content Writer to join their team remotely.The role focuses on creating impactful content that promotes the mission of empowering women and girls.Key respo... Show more

 • Promoted

Service Writer - Peterbilt London, Ontario, Canada

Medisca Pharmaceuticals Inc.London, ON, CA
Full-time

We are currently seeking a Service Writer for our London Brandt Peterbilt location.This position is responsible for assisting the service manager in maintaining accurate and on-time reports and rec... Show more

 • Promoted

Senior Digital Workforce Transformation Consultant

EYLondon, ON, CA
Full-time

A global consulting firm is seeking a Sr Consultant to enhance their Digital Workforce Transformation practice, particularly focusing on UKG Pro.Candidates must possess at least 3 years of consulti... Show more

 • Promoted

Backend Engineer Ii — Identity & Auth Systems (Remote) - C$125,000 - C$175,000 A Year - Remote

Financial Technology CompanyLondon, Canada
Remote
Full-time

A financial technology company is looking for a Software Engineer II to join its remote team in Canada.The ideal candidate will have over 1.Python or Kotlin, and familiarity with distributed system... Show more

 • Promoted

AI Solution Architecture and Delivery - Director

PwC UKlondon, on, Canada
Full-time

This is a senior leadership role within a central technology enablement team, responsible for shaping how AI solutions are designed at the earliest stages of strategic opportunities.As a Director, ... Show more

 • Promoted

Digital Workforce Transformation - UKG Pro Workforce Implementation Senior Consultant

EYLondon, ON, CA
Full-time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you.And we’re counting on your u... Show more

 • Promoted

Remote Digital Marketing Growth Lead: SEO & Ads

AYRLondon, ON, CA
Remote
Full-time

A remote digital marketing agency is looking for a Digital Marketing Manager to lead its marketing efforts.This role involves developing strategies for lead generation, overseeing SEO, managing pai... Show more

 • Promoted

Digital content writer

Aminatu OrganizationLondon, ON, CA
Full-time

Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.Aminatu is a non-governmental organization dedicated to empowering women and girls.Through fostering i... Show more

 • Promoted

Ai Solution Architecture And Delivery - Director

PwC UKLondon, Canada
Full-time

About The Role This is a senior leadership role within a central technology enablement team, responsible for shaping how AI solutions are designed at the earliest stages of strategic opportunities.... Show more

 • Promoted

Remote Management Consultant

Micro1St. Thomas, Ontario, CA
CA$50.00 hourly
Remote
Full-time

Management Consultant / Business Strategy Specialist.AI data lab for training frontier models and evaluating AI agents.Experts contribute their diverse subject matter knowledge across domains such ... Show more