Senior Content Designer for Customer Service
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.
As a Senior CS Content Specialist, you will work directly with the Head of CS Content Design. 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.
- 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.
- 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.
- 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.
Final benefits may vary depending on the location.