Copywriter - Freelance, Remote

About the Client Our client is a physician-founded, science-backed wellness brand in the health and nutrition space, known for a premium, clinically-informed product line and a highly engaged, loyal customer base with tens of thousands of five-star reviews. They operate as a fast-moving, high-growth DTC company where product launches, promotions, and customer touchpoints move quickly and content needs to keep pace. Trust, credibility, and precision matter deeply to their brand — every word customers read reflects the same rigor they apply to their product. Why does this role exist? As the brand scales, support and self-service content can't be an afterthought — it has to be as sharp, current, and on-brand as the marketing customers see before they buy. This role exists because someone needs to own that consistency: catching outdated templates, contradictory FAQs, or missing coverage before they become escalations, and building the systems (templates, style guides, AI-assisted workflows) that let the support and content functions scale without sacrificing voice or accuracy. This is a builder's role, not a maintenance role — the person who takes it will be expected to grow the scope of what "copy infrastructure" means for this team over time. The Impact you’ll make Support Copy & Template Library 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. Help Center & Self-Service Content 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. Lifecycle & Transactional Copy 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. Brand Voice & Quality 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. Innovative Builder 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. Enablement Support 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 Required: 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 Your superpowers are... 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 WFH Set-Up: 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 should apply if... 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. What to expect... Work Setup: 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 Working Hours: 40 hours per week Monday–Friday, 9am–5pm EST (note: this schedule is expected to change as the role evolves — flexibility required) Compensation: $8 per hour No benefits package included Benefits