Support Content Strategist

| San Francisco | Hybrid
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Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market. 

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

Wish is the leading mobile commerce platform in North America and Europe. Our mission is to bring a high selection of affordable goods to everyone across the globe. With over 500 million users across the world, Wish is defining and building the future of mobile shopping.

Wish is committed to providing customers with the best possible shopping experience. We are looking for a Content Strategist to manage the content strategy for our Post Purchase and Customer Support experiences. In this role, you will influence messaging, tone, and the overall post-purchase experience for millions of Wish users, with high-visibility and high-impact. The Content Strategist will join the Product Creative team and work in tandem with our Customer Operations team, product managers, and product designers to build a positive and effective post-purchase experience for our users.

What you'll be doing:

  • Own content strategy for post-purchase product areas, including Wish Assistant, transactional and support notifications, Order History, and incident responses

  • Collaborate closely with relevant product managers and support operations leads to provide support and assistance where needed

  • Leverage data, insights, and customer feedback to improve the post-purchase experience

  • Align stakeholders, Customer Support, Product, Localization, and Editorial, on our external and internal content strategies

  • Work closely with the Help Center Operations Specialist to improve the quality of the user experience in the Wish Help Center

  • Build upon and help maintain adherence to our Product and CS style guides.

Qualifications

  • BA/BS degree or equivalent practical experience

  • Solid writing portfolio showcasing content you’ve written

  • 2+ years of content strategy experience (preferably in a CS-related role), 2+ years experience in a related customer support role

  • You find it rewarding to solve people’s problems

  • Proven ability to take complex technical problems and communicate them to a variety of audiences

  • Organized and self-motivated individual, comfortable operating within ambiguity

  • Strong communication skills required to operate across multiple departments and stakeholders

  • Desire to continually learn, adapt and work in a fun, fast-paced environment

  • A team player & cheerleader eager to celebrate success as a team

#LI-JO1

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Location

Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

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