Content Specialist III

Content Specialist III Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** Work alongside our Global Operations team to design and develop content for Uber agents & end users. Lead with a customer-first mindset, content and writing expertise, and a positive, solution-oriented attitude. Manage more than one LOB on a regional level, and work on 3-4 projects simultaneously. Develop a diverse set of copywriting requests and content updates under tight timeframes, working closely with various business partners. Strongly influence customer sentiment during moments that matter by deciding what we will say to them, and in what kind of way. Emphasize a continuous improvement mindset based on insights & knowledge improvements. Work closely with stakeholders throughout the production process. **What You'll Do** 1. **Create easy-to-understand, relevant, empathetic content:** You will author content used by customers and Uber’s customer support representatives in the form of internal blogs, FAQ webpages, and app articles. You will add value by helping our customers to find the right answer in the right place at the right time. 2. **Cross-functional partnership:** Maintain a close partnership with knowledge program specialists and key stakeholders to constantly ensure accuracy, relevancy and quality of content 3. **Maintain understanding of knowledge base processes:** Stay up to date on the processes and programs that you are creating knowledge updates for in order to retain high levels of expertise 4. **Detail-oriented and organized:** Able to organize content / documentation in an efficient manner and pay attention to details. 5. **Strong communication and writing skills:** Demonstrates strong verbal, written skills in English and local / native language. 6. **Critical thinking and problem solving:** You proactively link operation insights in a numerical way to think critically on how to shape content for readers. 7. **Demonstrated stakeholder management skills:** You are experienced working in a diverse environment, proactive in