Senior Content Designer – Customer Service

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Identify challenges faced by the content team and develop solutions, which may include new processes, approaches, or specific documentation.

• Collaborate closely with both the Product and Customer Support Teams to ensure the necessary knowledge is accessible at all times.

• Assist in the creation of a Knowledge Base that treats content as a system, enhancing self-service options and automation.

• Analyze customer interactions and define global content scenarios, ensuring that our worldwide content is accurate, consistent, and validated through real-life examples.

• Contribute to the evolution of content guidelines and standards.

• Mentor junior Content Designers within the team.

• Balance considerations of speed, quality, and scalability when making decisions.

⛳️ Requirements

• A minimum of 3 years of experience in UX Writing, Content Design, or Knowledge Management, accompanied by a portfolio demonstrating your capability at the scenario and logic levels.

• At least 1 year of senior or lead experience (formal or informal), including mentoring content designers or UX Writers and providing reviews on decisions beyond mere copy.

• Experience in complex operational domains such as ride-hailing, delivery, fintech, marketplaces, etc.

• Practical experience in building or restructuring a Knowledge Base or Help Center, treating content as a systematic entity.

• Strong skills in cross-functional collaboration, with experience working closely with Product and Customer Support teams, particularly in ambiguous situations with potential pushback.

• Proficiency in English at a minimum of B2 level; C1 is highly preferred.

🏝️ Benefits

• Contribute to challenging injustice by creating equitable choices for millions of individuals across 48 countries.

• Enhance your professional skills with access to mentoring, career consulting, and learning programs.

• Collaborate with global teams and gain international experience through our Global Talent Exchange Program.

• Participate in company-wide challenges, awards, sports activities, and employee-led social impact and volunteering initiatives.

• Work alongside proactive individuals who communicate openly and strive for personal growth.

• Improve your language proficiency through co-financed courses and internal speaking clubs.

• Final benefits may vary based on location.