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.

• Continuouslyoptimizecopy 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 havebachelor'sdegree 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 portfolioshowcasinga variety of digital copywriting projects anddemonstratingthe 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 communicationand interpersonal skills

• Expertisein content strategy, with an understanding of business and channelobjectives, 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