Content Writer for CX Function

Job Description

PhonePe Group is seeking a Content Writer for their Customer Experience organization. This role is based in Bengaluru and involves creating content that enhances customer experiences across various touchpoints.

The Content Writer will be responsible for developing and implementing a content strategy for support materials, ensuring consistency with the brand voice, and catering to diverse customer needs. They will collaborate with cross-functional teams, leverage customer support journey insights, and analyze content performance metrics to refine strategies.

Responsibilities:

• Be the POC for the business unit, align and deliver top quality content to fulfill the org goals
• Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
• Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
• Create content designed for customer education, helping users understand and maximize the value of products and services
• Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
• Manage expectations and communicate effectively with leadership and stakeholders.
• Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
• Advocate for the customers’ perspective in all content decisions.
• Analyze content performance metrics to identify trends and areas for improvement.
• Use data insights to refine strategies and address problem statements effectively.

Requirements:

• Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment.
• Strong understanding of content management systems (CMS) and tools.
• Analytical skills with the ability to interpret data and identify actionable insights.
• Exceptional communication and stakeholder management skills.
• Experience working in a horizontal or matrixed organizational structure.
• Familiarity with customer support tools and platforms.

PhonePe offers:

• Medical Insurance
• Critical Illness Insurance
• Accidental Insurance
• Life Insurance
• Employee Assistance Program
• Onsite Medical Center
• Emergency Support System
• Maternity Benefit
• Paternity Benefit Program
• Adoption Assistance Program
• Day-care Support Program
• Relocation benefits
• Transfer Support Policy
• Travel Policy
• Employee PF Contribution
• Flexible PF Contribution
• Gratuity
• NPS
• Leave Encashment
• Higher Education Assistance
• Car Lease
• Salary Advance Policy