Senior Content Designer for Customer Service

Навыки

• Общение с клиентами
• База знаний
• Ответственность за результат
• UX-дизайн

О компании и продукте

• Senior Content Designer for Customer Service Department: Customer Service Operational Excellence. Description We’re building a Content Design function from scratch — and we need people who want to be a part of that. Help us build an approach where content becomes a lever for improving customer experience and reducing support load

Задачи

• Identify problems for the content team and design solutions — whether it’s a new process, approach, or a specific piece of documentation
• Work closely with both Product and Customer Support Teams, ensuring the right knowledge is available at the right time
• Help create a Knowledge Base that allows us to treat content like a system, boosting self-service and automation
• Analyze customer flows and define global content scenarios. Ensure our global content is accurate, consistent, and most of all — real-life proofed
• Help evolve content guidelines and standards
• Mentor junior Content Designers on the team
• Balance speed, quality, and scalability when making decisions
• As a Senior CS Content Specialist, you will work directly with the Head of CS Content Design

Требования

• 3+ years of experience in either UX Writing, Content Design, or Knowledge Management
• A portfolio that shows your ability to work at the scenario and logic level
• Senior or lead experience (formal or informal) — at least 1 year. Experience mentoring content designers or UX Writers and reviewing decisions, not just copy
• Experience in complex, operational domains: ride-hailing, delivery, fintech, marketplaces, etc
• Hands-on experience building or rebuilding a Knowledge Base or Help Center, treating content as a system
• Strong cross-functional collaboration skills
• Experience working closely with Product and Customer Support teams, including situations with ambiguity and pushback
• At least a B2 level of English
• C1 is strongly preferred
• Why join us
• Help us challenge injustice by creating fair choices for millions of people across 48 countries
• Develop your professional skills with access to mentoring, career consulting, and learning programs
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
• Work alongside people who take initiative, speak openly, and challenge themselves to grow
• Improve your language skills through co-financed courses and internal speaking clubs
• Final benefits may vary depending on the location
• This role requires a mix of hands-on work and ownership: you will work on the most complex content problems, while helping the team build scalable solutions
• It’s a good fit for people who are comfortable operating in ambiguity, learning fast, and gradually taking ownership of problem spaces rather than waiting for detailed instructions

Условия

• Employment Type: Full Time
• Location: Georgia

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