Senior Content Designer - Customer Service Remote

About the Role

We’re looking for a Senior Content Designer for Customer Service to join our team remotely. In this role, you will help us build a Content Design function from the ground up, focusing on improving customer experience and reducing support load.

What You'll Do

• Identify complex content problems and design effective solutions.
• Collaborate closely with Product and Customer Support Teams to ensure timely access to the right knowledge.
• Create a comprehensive Knowledge Base to enhance self-service and automation.
• Analyze customer flows and define global content scenarios, ensuring accuracy and consistency.
• Evolve content guidelines and standards for the team.
• Mentor junior Content Designers, providing guidance and support.
• Balance speed, quality, and scalability in decision-making.

Requirements

• 3+ years of experience in UX Writing, Content Design, or Knowledge Management.
• At least 1 year of senior or lead experience, including mentoring roles.
• Experience in complex operational domains such as ride-hailing, delivery, fintech, or marketplaces.
• Hands-on experience in building or rebuilding a Knowledge Base or Help Center.
• Strong collaboration skills, particularly in cross-functional teams.

Nice to Have

• Experience with content systems and automation tools.
• Familiarity with customer service metrics and analytics.

What We Offer

• Stable salary and official employment.
• Health insurance coverage.
• Hybrid work mode with flexible scheduling.
• Relocation package for candidates from other regions.
• Access to professional counseling services including psychological and financial support.
• Discount club membership and diverse internal training programs.
• Partially or fully paid additional training courses.
• All necessary work equipment provided.