Digital Content Specialist

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 digital and voice assistants, notifications, help & support experiences, customer-facing knowledge articles, and transactional messaging — 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, digital & voice assistants, notifications, chatbot experiences, customer-facing knowledge articles, transactional messaging, and more. 

• Collaborate with UX/UI designers, content strategists, customer service leaders, researchers, 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, usability insights, 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, UX writing, and conversational content 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, product, UX writing, or agency environment. 

• Must have a strong portfolio showcasing a variety of digital copywriting projects and demonstrating the ability to adapt across channels (e.g., digital & voice assistants, notifications, chatbot/support experiences, 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. 

Experience Level: 

Mid-Level / 2–5 years preferred