Junior UX Editor for Customer Service

UX editor for Avito's customer service team, improving help content and user experience. Hybrid in Moscow, St. Petersburg, Samara, Kazan, or remote in other Russian regions.

The UX editing team for customer service is responsible for an information ecosystem that reduces the need for support requests, improves the experience of users who do contact support, and of employees who handle requests. We prepare articles for the Help section and responses to the most complex user questions, and participate in designing interfaces for support tools. We do all this by researching customer experience, relying on analytics and a scenario-based approach. Tasks: - Support product launches: understand user flows, find corner cases, and build CJM; - Improve the Help section: pull analytics, write articles, work with internal navigation; - Write simple and clear templates for the support service; - Analyze user requests and share feedback with stakeholders; - Ensure all texts comply with editorial policy and are written in the right tone; - Communicate extensively with colleagues from other departments, especially product managers, lawyers, and PR team.

At least one year of experience as a UX editor; Experience writing articles for the Help section or internal knowledge base; Developed user scenarios and prepared CJM; Worked in an IT company and understand how products are developed; Ability to combine user experience in the interface and on the customer support side; Ability to maintain Tone of Voice; Ability to independently organize workflow, prioritize tasks, manage resources, consider risks, and meet deadlines; Ability to build communication within the team and with other departments; Ready for frequent changes, new processes, and the dynamism of an IT company. Nice to have: - Worked with metrics, measured the effectiveness of your work in indicators; - Can work with reports like BI or Redash.

Well-thought-out onboarding at the start; Continuous skill development, improving work with analytics, product, metrics; Impact on user experience and the opportunity to see results in requests and metrics; Competitive salary - base salary and quarterly bonus; Focus on development: mentor and clear development map, online and offline training, access to corporate libraries and Avito Academy courses; Work-life balance; Health care: from the first day you get DMS with dentistry, life insurance, international travel insurance; Work schedule 5/2 from 10:00 to 19:00 or from 09:00 to 18:00; 31 days of vacation; Hybrid format for Moscow, St. Petersburg, Samara, and Kazan, or fully remote for other regions of Russia; Online parties, team building, movie nights, quizzes, contests, and many gifts; Own gym and functional training, as well as partner discounts.