Senior UX Writer/Content Strategist at T.O.N Corporate Services

Role Overview

• As a Senior UX Writer & Content Strategist, you will be responsible for crafting well-structured, engaging, and easy to understand content that helps customers navigate our platform, troubleshoot with ease, and maximize their experience. This role blends UX writing, product education, content strategy, and community management to improve our customers’ experience, drive customer satisfaction, and product adoption.
• You will refine in-app content, improve product documentation, write customer emails, and manage the community, a space for learning, sharing, and support.
• Your goal is to simplify complex concepts, empower customers to solve issues independently, and build a thriving user community.

Key Responsibilities

UX Writing & Content Strategy

• Write clear, concise, and user-friendly content for emails, in-app messages, newsletters, blogs, and help guides.
• Simplify complex technical product features into digestible, non technical content for business owners, managers, and teams.
• Develop engaging, conversion focused content that enhances the user experience and reduces churn.

Enhancing Self-Serve Support

• Build and continuously refine the knowledge base, FAQs, and troubleshooting guides.
• Collaborate with the support team to create content that addresses frequent customer issues.
• Improve onboarding sequences and product education content to help new users set up their accounts successfully.

Community Management & Growth

• Set up and manage the community, making it a valuable and engaging space for customers.
• Write discussion topics, announcements, and responses that encourage participation and solve common challenges.
• Track engagement, identify trends, and refine content strategy to ensure the community stays active and useful, while gradually transitioning ownership of discussions to actual customers.

Collaboration & Content Optimization

• Work closely with product managers, designers, engineers, and customer support teams to ensure a seamless user experience.
• Conduct A/B testing and use customer insights to refine and improve content over time.
• Develop micro-copy (e.g., button labels, error messages, onboarding steps, tooltips) to improve product usability.

Requirements

• 5+ years of experience in UX writing, content strategy, or related roles.
• Proven ability to write with clarity, simplicity, and precision—no fluff, no jargon.
• Experience writing for SaaS, B2C, or communication tools is a plus.
• Strong understanding of customer pain points and the ability to anticipate questions before they arise.
• Ability to structure content effectively using formatting, headings, and visual hierarchy.
• Experience working with cross-functional teams (product managers, designers, engineers, and customer support).
• Experience managing customer communities or forums (preferred but not required).
• Knowledge of A/B testing, customer insights, and content performance tracking.
• Impeccable proofreading and editing skills.
• Strong ability to translate complex technical concepts into simple, customer-friendly content.
• Fast execution and high attention to detail.