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. 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. 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.