Lead UX Writer

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.
Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

About the role

We are seeking a talented and experienced Lead UX Writer to join our design team. As the Lead UX Writer at Freshworks, you will play a pivotal role in shaping the user experience through compelling and user-centered content. Your expertise in crafting clear, concise, and impactful messaging will contribute to the success of our products, ensuring seamless interactions for our users.

Key Responsibilities:

• Develop and lead the content strategy for Freshworks products, maintaining a consistent and user-friendly voice.
• Collaborate closely with cross-functional teams, including designers, product managers, and researchers, to integrate content seamlessly into the user experience.
• Craft effective microcopy for various UI elements, providing guidance and feedback to users at critical touchpoints.
• Conduct user research to understand user needs and behaviors, using insights to inform content decisions.
• Establish and maintain content style guides and standards to ensure a unified voice across all interactions.
• Work with designers to integrate content into prototypes and participate in usability testing to refine messaging based on user feedback.
• Iterate on content based on user feedback, analytics, and evolving product requirements.

What does a UX writer do?

UX writers write copy that users see within Freshmarketer. “Copy” includes loading screen messages, error messages, onboarding copy, tooltips, placeholders, field labels, popups—essentially every word that goes into Freshmarketer.

The best UX copy is the kind that goes unnoticed. When you sign up for Gmail, notice how the words take you through without making you think too much? That’s our job—to help users navigate through Freshmarketer as quickly and seamlessly as possible using copy. If they have to read something twice, we’re writing it wrong.

We’re looking for someone who

• Puts user experience first

  
  

• Thinks in terms of use cases

  
  

• Can turn complex features into a simple experience using words that speak the user’s language 

  
  

• Prioritizes simplicity, clarity and brevity in language over creativity

  
  

• Is keen on user research and not fatigued by copy iterations

  
  

• Has the temperament to work within constraints in design and engineering

  
  

• Can multitask between features without missing out on context and agility

  
  

• Can write for web and mobile interfaces

  
  

• Writes English copy that lends itself well to translation

  
  

• Ensures a consistent brand voice across the product with the help of our Style Guide

  
  

• Can document content decisions and create/keep track of content documents for the team’s reference

  
  

• Can mentor entry-level UX writers

  
  

• Can conduct awareness sessions about UX writing within and outside the team

  
  

• Can periodically review the Style Guide and make it better with relevant updates

  
  

• Can periodically audit the product and make suggestions to improve copy

  
  

What you must have:

• Bachelor's/Master's degree in English, Journalism, or Mass Communication

  
  

• At least 4 years of experience in UX writing 

  
  

• Strong English writing skills

  
  

• Strong communication skills

  
  

• Obsessive attention to detail

  
  

You have an added advantage if:

• You’re familiar with design tools like Figma

  
  

• You’re familiar with Google Docs and Google Sheets

  
  

• You know how marketing software and marketers work

  
  

• You’ve worked in a B2B SaaS company before

  
  

What a day’s work looks like:

• Work with product managers and product designers to write copy for new features

  
  

• Coordinate with software engineers and QA to deliver copy within agreed timelines

  
  

• Review delivered copy in test accounts before a feature goes live

  
  

• Help entry-level UX writers improve by reviewing their work and offering feedback

  
  

Qualifications:

• Proven experience as a UX writer or similar role, with a strong portfolio showcasing impactful and user-focused content.
• Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team.
• Understanding of design principles and the ability to collaborate with designers to create a cohesive user experience.
• Experience with user research and usability testing to inform content decisions.
• Familiarity with accessibility standards and guidelines.
• Previous leadership or mentorship experience is a plus.
   

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.