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MX Internal Content & Process Writer at Otonomee. Location Information: 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. 30 min Teams interview with the Recruitment Team. Language test if applicable to the role. 45 min Teams interview with the Hiring Team