About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. Within our Community Operations team, the Content group is responsible for building and maintaining our Knowledge base (in-person, live, and virtual support), The help Center (help.uber.com), and blog posts to inform internal teams of changes to the product, processes, or policies. This team supports and equips the internal team with reliable, up-to-date, and high-quality content which enables our agents to provide an exceptional customer experience.
What You'll Do
You will work on a diverse set of copywriting requests and content updates under tight timeframes, working closely with various business partners in Uber Japan. You will have an opportunity to strongly influence customer sentiment during moments that matter by deciding what we will say to them, and in what kind of way. To succeed in this role, you will need to:
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• Produce, adapt, and maintain the accuracy of content for customer support processes
• Assist with ongoing audits of support content to ensure adherence to standards
• May utilize ticket coding to conduct root cause analysis and refine support policies and procedures
• Oversee content creation production and manage specialists work assignments
• Project manage tasks within the content team (e.g. product launch or new line of business)
What You'll Need
• Detail-oriented and organized: Able to organize content / documentation in an efficient manner and pay attention to details.
• Strong communication and writing skills: Demonstrates strong verbal, written skills in English and Japanese.
• Critical thinking and problem solving: You proactively link operation insights in a numerical way to think critically on how to shape content for readers.
• Demonstrated stakeholder management skills: You are experienced working in a diverse environment, proactive in speaking your mind, and managing stakeholder expectations
Preferred
• At least 1 year of experience creating support or technical content.
• Degree in writing-heavy area or equivalent professional experience.
• Working in a fast-paced or customer support environment would be an advantage.
• Previous experience in content marketing or managing an online forum is a huge plus.