Content Lead

Deliveroo ,
London, Greater London
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Overview

Job Description

Responsibilities * Own the process of creating, maintaining, and updating all copy for Customer Care related content, including * Email macros * Chat macros * Help center FAQs * New product macros & FAQs * Audit existing policy documents and macros to ensure that they are still fit for purpose and inline with central standards * Act as a point of contact for the care org on the application of policies and provide practical advice on how a policy should be followed * Work closely with Ops, Restaurants, Comms, and Legal to understand the various inputs and develop a single voice for all support comms * Ensure that support content is globally standardised and translated Requirements * Strong writer with excellent grammar and ability to write clearly and succinctly * Highly organised, able to keep track of a large amount of unorganised content * Demonstrated ability to work with multiple stakeholders to move projects forward and stick to deadlines * Ability to synthesise inputs from various stakeholders into content that is simple and easy for customers, riders, and restaurants to understand * Strong judgement and decision making skills to triage issues and work effectively with department heads when necessary * This role involves process management so you'll be very detail oriented and comfortable working with data to support new initiatives

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