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 Content Designer for Customer Service, 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.

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.

Benefits & Conditions

• Stable salary, official employment.

• Health insurance.

• Hybrid work mode and flexible schedule.

• Relocation package offered for candidates from other regions.

• Access to professional counseling services including psychological, financial, and legal support.

• Discount club membership.

• Diverse internal training programs.

• Partially or fully paid additional training courses.

• All necessary work equipment.