MX Internal Content & Process Writer (Remote in Portugal)

MX Internal Content & Process Writer (Remote in Portugal)

About The Role

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

Your profile

• 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

Why us?

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

About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee's Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee's remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients' share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected -- Together we grow