Digital Channel Content Supervisor

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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 the digital and voice assistants, notifications, the help & support page and knowledge articles 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, the digital & voice assistants, notifications, customer facing knowledge articles and more.
• Collaborate with UX/UI designers, content strategists, customer service leaders, 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 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 trends and 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 or agency environment.
• Must have strong portfolio showcasing a variety of digital copywriting projects and showing ability to adapt across channels (ex. digital & voice assistants, notifications, 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.
  
  

Employee Type

Permanent

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