Job Responsibilities 1. Adopt and evangelize a user-first mindset and ensure that usability and conversational design are at the heart of our in-product communications 2. Provide regular training and feedback to English-language customer/technical support staff; continuously level up the team’s communicative and cultural intelligence. 3. Review core customer/technical support materials, such as scripts for common inquiries, to ensure they are persuasive, culturally relevant and on-brand. 4. Perform spot-checks on key customer/technical support channels, such as email and social media, to ensure they are on-message and on-brand. Develop plans for tactical and strategic improvements as needed. 5. Provide input on user flows and content design to Product and Design teams based on UX best practices. 6. Work closely with Product team to create and use data from user testing. 7. Write and edit other digital marketing copy as needed.

Job Requirements 1. Expert communication skills with a passion for sharing knowledge and inspiring others. 2. Excellent writing skills and attention to detail. 3. 1-4 years’ experience in UX, customer support or another customer-facing role. 4. Superb analytical skills with a demonstrated history of understanding customer data and leveraging it for developing precise content preferred 5. Superb command of English, both spoken and written. North American cultural fluency. 6. Native English speakers preferred; like-native required. 7. Problem solving attitude, with a readiness to accept new challenges and share new ideas. 8. Interest in and basic familiarity with photography, videography and action cameras. 9. Fluency in key North American social media channels, such as Facebook, Instagram, Twitter and Reddit, and ability to craft communications that connect with users of these platforms. 10. Working proficiency in Chinese.