Senior Content Designer for Customer Service

Key Responsibilities

• 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.

Qualifications

• 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 1100+ cities in 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.