Senior Content Designer for Customer Service

inDrive is a global tech company on a mission to challenge injustice through fair choices. They are seeking a Senior Content Designer for Customer Service to build a Content Design function and improve customer experience through effective content solutions.

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

Requirements:

• 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 level of English is strongly preferred