Customer Care Content Writer (AI)

Location: Santa Ana, CA; full-time onsite 5 days per week at the headquarters. Candidates must be authorized to work in the United States.

Hourly rate: The reasonable estimated hourly rate is $22; actual compensation varies based on location, job level, experience, and skill set.

Company

hirify.global provides grading, authentication, vaulting, and sales services for collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia through brands including PSA, PCGS, Beckett, SGC, and Card Ladder.

What you will do

• Write and update help articles, step-by-step guides, FAQs, SOPs, and email templates.
• Partner with product, support, and engineering teams to prepare support content for new feature launches.
• Review customer feedback and support tickets to identify missing or unclear help topics.
• Use AI to improve access to critical information and SOPs; audit automated response performance and maintain the Fin agent guidance repository.
• Expand self-service content to reduce customer contacts, lower Average Handle Time, improve CSAT, and address workflow friction and knowledge gaps.

Requirements

• 3+ years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms such as Salesforce and Intercom/Fin.
• Experience modernizing content strategies with AI and LLM tools.
• Ability to turn complex workflows into clear, easy-to-follow steps.
• Excellent written and verbal communication skills, strong organization, attention to detail, and command of grammar.
• Ability to work across teams to gather accurate information.
• Ability to type, use a mouse, sit or stand for extended periods, hear alarms and verbal instructions, and lift, carry, and move materials up to 40 pounds.
• Phone answering, texting, and efficient operation of computer and phone systems may be required.
• Must be authorized to work in the United States; employment eligibility is validated through e-Verify.

Nice to have

• Degree or equivalent professional experience.

Culture & Benefits

• Medical, dental, and vision insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan, paid vacation, and ten company-paid holidays for eligible full-time employees.
• Employee discounts on select grading services.
• Some teams offer flexible schedules and varying shifts; employees may participate in celebrations, holiday events, and team-building activities.

Hiring process

• Cameras must be on during video interviews; certain interview steps may take place by phone.
• Remote roles may include an onsite interview at the final stages at the company's discretion; this role itself requires onsite attendance five days per week.
• Accommodation is available for candidates who need support during the application or interview process.