Digital UX Writer – Customer Support & Omnichannel

UPS -
Pune, Maharashtra

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Job details

Permanent | Full-time

Qualifications

Marketing
DevOps
English
UI design
Bachelor's degree
UX
Agile
Customer support
UI
English
Proofreading
Figma
Communication skills
Editing
Copywriting

Full job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

We’re seeking a copywriter to join the Customer Service Omnichannel Channel Strategy team. The ideal candidate will have a strong background in crafting compelling and engaging content for customer support platforms, with a focus on enhancing the user experience and driving customer engagement.

This role is central to the development and execution of content strategy for digital and voice assistants, notifications, help & support experiences, customer-facing knowledge articles, and transactional messaging — all while ensuring copy resonates with target audiences and supports UPS's business objectives.

Key Responsibilities:

Develop and write clear, persuasive, and engaging copy for various digital platforms, including the UPS.com Help & Support page, digital & voice assistants, notifications, chatbot experiences, customer-facing knowledge articles, transactional messaging, and more.

Collaborate with UX/UI designers, content strategists, customer service leaders, researchers, and product managers to create content that aligns with the overall digital strategy and enhances the user experience.

Continuously optimize copy based on customer feedback, usability insights, and performance metrics.

Edit and proofread content to ensure accuracy, consistency, and adherence to brand guidelines.

Ensure all copy is consistent across channels and matches UPS's brand voice and style.

Work with project leaders to coordinate content localization to various markets and languages.

Stay up to date with the latest digital support, UX writing, and conversational content best practices to continuously improve content quality and effectiveness.

Qualifications:

Must have bachelor's degree in English, Communications, Marketing, or a related field.

Must have proven experience as a copywriter, preferably in a digital, product, UX writing, or agency environment.

Must have a strong portfolio showcasing a variety of digital copywriting projects and demonstrating the ability to adapt across channels (e.g., digital & voice assistants, notifications, chatbot/support experiences, help & support pages, and/or knowledge articles).

Excellent writing, editing, and proofreading skills with a keen eye for detail.

Ability to work collaboratively in a fast-paced, agile, and deadline-driven environment.

Strong communication and interpersonal skills.

Expertise in content strategy, with an understanding of business and channel objectives, target audiences, and market dynamics.

Experience and knowledge of design tools (e.g., Figma, FigJam, or similar).

Experience working with DX, UX, UI, Product Design, Research, and DevOps teams.

Experience Level:

Mid-Level / 2–5 years preferred

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

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