Melissa Montes

Experience

1. Content Strategist & Knowledge Manager

   Cash App

   Apr 2022 — Present

   I’m a Content Strategist & Knowledge Manager at Cash App, leading end-to-end content strategy for internal and customer-facing knowledge. I focus on building scalable, user-friendly systems that improve discoverability, accuracy, and efficiency.I’ve managed large-scale content initiatives, including a 250+ article migration, and work cross-functionally to support product launches. My approach combines strategy, governance, and data-driven decision-making to deliver content that drives clarity and impact.•Lead a company-wide initiative to modernize the support content ecosystem, currently driving the evaluation and rollout of a new Knowledge Management System (KMS) to support scalable, future-ready content. •Own end-to-end content strategy—shaping internal and customer-facing knowledge across platforms to align with evolving product and business priorities. •Design and maintain knowledge architecture, including templates, taxonomies, and content systems that enhance discoverability, usability, and operational efficiency.•Partner with product, engineering, legal, compliance, and operations to deliver content for complex product launches and policy changes—ensuring clarity, accuracy, and alignment with product intent. •Develop content guidelines for support writing and conversational UX, establishing consistency across help articles, chat experiences, and internal documentation.•Leverage data-driven methodologies—including A/B testing, performance dashboards, and key content metrics—to inform strategic decisions and optimize content effectiveness at scale.•Improved SEO across 50+ help articles by optimizing metadata and keyword strategy, boosting organic search visibility.•Manage content workflows through Jira, ensuring timely delivery and clear visibility across cross-functional teams.•Led the migration of 250+ help articles to Contentful, standardizing information architecture and reducing user friction across platforms.

Education

• Savannah College of Art and Design

  Bachelor of Fine Arts (B.F.A.)

  2008 — 2012