Human Resource at Paytm
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Paytm - Content Head - Customer Service Team (6-10 yrs)
Responsibilities -
- Drive the content strategy for Customer Service content (Agent responses to customers, Help Centre and internal knowledge base articles, customer service email messages, community care, as well as other materials)
- Ensure content style, tone, and format meet the evolving expectations of the audience
- Manage external agencies to create and edit content and templates
- Partner closely with the localisation team
- Create and edit content and templates
- Define and manage success metrics for Help content
- Identify opportunities to enhance imagery and multimedia in support content
- Partner on driving self-service strategy with product and design teams
- Help to lead and build out a team of editors, content strategists, and content creators as the strategy evolves
Qualifications
- BS/BA degree required. Master's Degree a plus
- 6+ years of experience
- Extensive technical writing experience. Writing for customer service department a plus
- Exceptional writing, editing, and communication skills
- Ability to develop and communicate content strategy, direction, and innovation
- Desired qualities: Innovative thinking, curious, action oriented, ability to drive improvements, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment.
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