CX Content Designer

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.

We’re looking for an experienced Content Designer to create user-friendly content across Depop's Community Experience (CX) channels. This involves getting to know how our platform works inside-out, and collaborating with product, marketing and operations teams to help our users get the most out of their Depop experience.

You’ll own support content at Depop, writing for Depop’s Help Centre and internal knowledge base, as well as customer service macros and other content as needed. You’ll also lead the content strategy for these touchpoints, developing a process for keeping them up-to-date as our platform evolves. 

You’ll sit in our Product Design team and report to our Lead Content Designer, but you’ll work closely with our CX (Community Experience) team, combining UX writing expertise with a deep understanding of customer support needs.

Responsibilities

• Design, write and edit content to help users and teams meet their goals.

• Own content across Depop’s CX channels, including the Depop Help Centre, internal knowledge base, chatbot responses and customer service macros.

• Help establish ongoing processes for defining, creating and governing CX content throughout its lifecycle.

• Use feedback and/or testing to iterate, refining content to better serve user needs.

• Collaborate regularly with peers across disciplines, including CX, design, research, engineering and product marketing.

• Work with legal and regulatory teams to make sure the content you write is compliant with industry standards and regulations, where necessary.

• Contribute to team documentation including content design guidelines.

• Act as a Depop voice and tone consultant, providing guidance to non-writers where necessary.

Requirements

• Proven experience in UX writing

• A portfolio of writing / content design that shows your design thinking and how you use language to serve user needs.

• You have a strong understanding of UX design principles and how content influences user behaviour and interaction.

• You are able to justify your copy decisions with user research, experiment results, competitor research or UX best practices.

• You have excellent collaboration and communication skills, with the ability to work effectively individually and with collaborators from various disciplines.

• You have strong organisational skills and thrive in an environment that requires you to manage multiple projects, with several teams, simultaneously.

• You are proficient in Figma, and also ideally have some experience working with Zendesk or similar CX tooling.

• You can write in US and British English as needed.

Heads up, this probably isn’t for you if:

• You have no hands-on experience of content design or working in UX, technical writing or similar roles.

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Impact hours: Up to 2 days additional paid leave per year for volunteering

• Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.

• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Budgets for conferences, learning subscriptions, and more

• Mentorship and programmes to upskill employees

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings

Depop Extras:

• Employees enjoy free shipping on their Depop sales within the UK.

• Special milestones are celebrated with gifts and rewards!