Company: Avito
About the Team
The Customer Service UX Editorial team is responsible for the information ecosystem that reduces the need for support requests, improves the experience for users who do reach out, and for the employees who handle these requests. We create articles for the "Help" section and answers to users' most complex questions, and participate in the design of interfaces for support staff tools. We do all this by researching customer experience, relying on analytics and a scenario-based approach.
Your Tasks
- Support product launches: understand user flows, identify corner cases, and build CJMs.
- Improve the "Help" section: analyze metrics, write articles, work with internal navigation.
- Write simple and clear templates for customer support.
- Analyze user requests and share feedback with stakeholders.
- Ensure all texts comply with the editorial policy and are written in the correct tone.
- Communicate extensively with colleagues from other departments, especially with product managers, lawyers, and the PR team.
We're Looking for You to Have
- At least one year of experience as a UX Editor.
- Experience writing articles for the "Help" section or an internal knowledge base.
- Experience developing user scenarios and preparing CJMs.
- Experience working in an IT company and understanding how products are developed.
- Ability to integrate user experience in the interface and on the customer support side.
- Ability to maintain the correct Tone of Voice.
- Ability to independently organize your workflow, prioritize tasks, manage resources, consider risks, and meet deadlines.
- Ability to build communication 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 Have
- Experience working with metrics, measuring the effectiveness of your work through indicators.
- Ability to work with BI reports or Redash.
Working With Us Means
- A well-thought-out onboarding process from the start.
- Continuous skill development, enhancing work with analytics, products, and metrics.
- Influence on user experience and the opportunity to see results in support requests and metrics.
- Competitive salary – base pay and quarterly bonus.
- Focus on development: a mentor and a clear development roadmap, online and offline training, access to corporate libraries and Avito Academy courses.
- Work-life balance.
- Health and wellness: from day one, you'll have voluntary medical insurance with dental care, life insurance, and travel insurance.
- Work schedule: 5/2 from 10:00 to 19:00 or 9:00 to 18:00; 31 days of vacation.
- Hybrid work format for Moscow, St. Petersburg, Samara, and Kazan, or fully remote employment for other regions of the Russian Federation.
- Online parties, team-building events, movie nights, quizzes, contests, and many gifts.
- On-site gym and functional training, as well as discounts from partners.
