Copywriter - Freelance, Remote

The Impact you’ll make

• Write, edit, and maintain the library of standardized responses across email, live chat, and social channels.
• Audit the library on a recurring cadence to retire duplicates, fix contradictions, and update details tied to changed policies, pricing, or products.
• Draft new response templates for product launches, promotions, expansions, and recurring customer inquiry themes.
• Version and organize content so support agents can locate the correct response efficiently.

• Write and update help-center and FAQ articles, including coverage for new products and channels.
• Identify content gaps where repeat inquiry volume signals a missing or unclear article.
• Maintain consistent formatting, structure, and internal linking across the knowledge base.

• Draft and revise transactional and service email copy, including order updates, account changes, delays, and resolutions.
• Partner with marketing teams on tone alignment across shared customer touchpoints.

• Serve as the day-to-day guardian of brand tone and voice — warm, credible, plain-spoken, and clear.
• Review agent-drafted responses for voice, clarity, and accuracy, providing specific, constructive feedback.
• Maintain the content style guide and usage guidelines.

• Develop and test generative AI prompts to scale content production without sacrificing brand voice.
• Design standardized copy templates, messaging frameworks, and style guides to streamline team workflows.
• Create dynamic content experiments and multivariate copy testing frameworks to optimize conversion rates.
• Build centralized campaign messaging repositories and asset libraries to improve cross-functional collaboration.

• Translate approved policy and process changes into clear internal reference docs and summary guides.
• Support content rollouts by drafting announcement materials and quick-reference guides.
• Coordinate with graphic design teams when written material requires visual support.

Skills, Knowledge and Expertise

• 2+ years of experience writing customer-facing copy in a content, support, or messaging role (DTC or e-commerce strongly preferred)
• Demonstrated ability to write independently and originally — not solely under the direct guidance/editing of another writer or manager
• A portfolio or work samples that can be reviewed and discussed in detail
• Strong written English capabilities with the ability to write consistently in a defined brand voice across hundreds of pieces
  Comfort working in a fast-moving remote environment with asynchronous review cycles and shifting schedules

• Technical:
  • Hands-on experience with help desk or knowledge-base platforms (Zendesk, Gorgias, Intercom, Help Scout — nice to have)
  • Familiarity with AI writing tools as a drafting accelerant, paired with strong independent editing judgment
  • High attention to detail regarding formatting, links, dates, and product nomenclature
  • Experience with remote collaboration tools (Slack, Notion, Google Workspace)
• Soft Skills:
  • Strong self-direction — able to manage an ongoing content backlog independently, without heavy oversight
  • A builder's mindset: proactively spots gaps and creates systems, rather than waiting to be told what to fix
  • Flexible and fast-moving, comfortable with shifting schedules and priorities
  • Clear, plain-spoken communicator who can translate policy/process changes into simple guidance for others

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

• You take pride in owning your work end-to-end — you don't just write copy, you notice when something's outdated or inconsistent and fix it before anyone has to ask.
• You think like a builder: given a messy or nonexistent system, your instinct is to create the framework, not just patch the immediate problem.
• You're comfortable being early in a role that will grow and change shape as you prove yourself, and you move quickly without needing every detail handed to you.
• Precision matters to you — you'd rather double-check a date or product name than let something slip through.

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• 40 hours per week
• Monday–Friday, 9am–5pm EST (note: this schedule is expected to change as the role evolves — flexibility required)

• $8 per hour
• No benefits package included

Benefits