Lead UX Editor
About the team
The Customer Service UX Editorial team is responsible for the information ecosystem that:
- reduces the need to contact support;
- improves the information experience for users who do contact support, and for the employees who resolve their inquiries.
We create articles for the Help section, "teach" support chatbots how to communicate, prepare answers to the most complex and sensitive user questions, and participate in designing the interfaces for support agent tools. We do all this by researching the customer experience, relying on analytics and a scenario-based approach.
Your responsibilities:
- Establish and maintain direct connections with the product, business, business partners of customer service, and the operational support department team;
- Prioritize incoming tasks and optimize the workflow of the shared task pool for the UX editors, content designers, and knowledge base editors working group;
- Analyze interdependencies between different tasks and foster a culture of parallel task resolution;
- Review the quality of texts created by the UX editors and knowledge base editors teams for important and priority launches;
- Assess potential risks related to support metrics and user experience;
- Influence the vertical's metrics, generate ideas for improving metrics;
- Provide supportive and developmental feedback to the team and highlight key issues to the team lead.
We expect you:
- Have at least three years of experience as a UX editor;
- Have at least six months of experience in functional, matrix team management;
- Have previously worked in an IT company and understand how a product is developed;
- Possess strong product thinking;
- Have written articles for a Help section or internal knowledge base;
- Can analyze a scenario from a high level and prepare a CJM based on it;
- Are able to maintain Tone of Voice;
- Can organize the work of a cross-functional team: prioritize tasks, plan resources and account for risks, monitor deadlines;
- Have independently led projects/streams/directions;
- Are able to validate and review the quality of solutions from your team/colleagues;
- Are able to build communications within your own team and with other departments;
- Are able to conduct presentations and defend results to stakeholders;
- Possess advanced stakeholder management skills;
- Are able to manage expectations regarding your own work;
- Have initiated and independently driven changes in a vertical/product;
- Are ready for frequent changes, new processes, and the dynamism of an IT company.
Working with us means:
- A thoughtful onboarding process at the start;;
- Constant skill development, improving work with analytics, product, metrics;
- Influence on user experience and the ability to see results in support inquiries and metrics;
- Official employment under a fixed-term employment contract for the duration of the main employee's maternity leave;
- Competitive salary (base pay and quarterly bonus);
- Focus on development: a mentor and a clear development map, online and offline training, access to corporate libraries and Avito Academy courses;
- Maintaining work-life balance;
- Healthcare benefits: from day one, you will have VHI with dental coverage, life insurance, travel insurance;
- Work schedule 5/2 from 10:00 to 19:00 or from 09:00 to 18:00; 31 days of vacation;
- Hybrid work format (for Moscow, Saint Petersburg, Samara, and Kazan) or fully remote employment (other regions of the Russian Federation);
- Online parties, team-building events, movie nights and quizzes, contests, and lots of gifts;
- Our own gym and functional training, as well as discounts with partners.
