About the team

The UX editorial team of the client service is responsible for the information ecosystem that reduces the need to contact support, while also improving the experience for users who do contact support, and for the employees who handle these contacts. We prepare articles for the "Help" section, 'teach' support chatbots 'to talk,' prepare answers to users' most complex questions, and participate in designing interfaces for support employee tools. We do all this by researching the client experience, relying on analytics and a scenario-based approach.

Your responsibilities will include:

• supporting product launches: understanding user flows, identifying corner cases, and building CJMs;
• improving the "Help" section: analyzing data, writing articles, working on internal navigation;
• participating in automation: for example, preparing scripts for chatbots together with a business analyst if needed;
• writing simple and clear templates for the support service;
• analyzing user inquiries and sharing feedback with stakeholders;
• ensuring all texts comply with editorial policy and are written in the appropriate tone;
• communicating extensively with colleagues from other departments, especially product managers, business analysts, and lawyers.

We expect you to have:

• at least half a year of experience in a UX editor role;
• experience writing articles for a "Help" section or an internal knowledge base;
• the ability to view a scenario 'from above' and prepare a CJM based on it;
• previous experience working in an IT company and understanding how products are developed;
• the ability to combine the user experience on the interface side and on the client support side;
• the ability to maintain Tone of Voice;
• the capability to independently organize the workflow, prioritize tasks, manage resources, consider risks, and meet deadlines;
• the ability to build communications within the team and with other departments;
• readiness for frequent changes, new processes, and the dynamic nature of an IT company.

It would be great if you also have:

• experience developing scenarios and scripts for chatbots;
• the ability to work with reports such as BI or Redash.

Working with us means:

• a well-thought-out onboarding process at the start;
• continuous skill development, enhancing work with analytics, product, and metrics;
• influence on the user experience and the opportunity to see the result in inquiries and metrics;
• competitive salary — base pay and quarterly bonus;
• a focus on development: a mentor and a clear development map, online and offline training, access to corporate libraries and Avito Academy courses;
• maintaining a work-life balance;
• care for your health: from day one, you will have VHI with dental coverage, life insurance, and travel insurance for trips abroad;
• a 5/2 work schedule from 10:00 to 19:00 or from 09:00 to 18:00; 31 days of vacation;
• a hybrid work format for Moscow, Saint Petersburg, Samara, and Kazan, or fully remote employment;
• online parties, team-building events, movie nights and quizzes, contests, and lots of gifts;
• our own gym and functional training sessions, as well as partner discounts.