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UX Writer (customer support focus)

London, England, United KingdomUX

Hi from the Instapro Group 👋🏼

We're the technology company behind a home services revolution. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need.

At Instapro, every team member’s perspective and experience advances our mission. We are committed to creating a workplace that reflects the communities we serve. We work hard to mitigate biases in our recruitment process and foster a welcoming and inclusive environment.

Job description

As a UX Writer with customer experience focus, you’ll work with our ops and sales team to help improve the quality and performance of their customer communications. You will be supported by a content design lead who will guide you as needed and give you explicit opportunities for bettering your craft and learning the skills you need to work effectively.

Your role includes the following:

  • Audit existing content and communication ecosystem to identify inconsistencies, gaps and opportunities for improvement
  • Help develop and maintain a consistent tone of voice, brand and product language across all customer service touchpoints
  • Write, test and iterate content for both tactical and "always on" campaigns
  • Work with country-specific teams to manage the localisation and translation of the content
  • Develop a roadmap for migrating from “legacy” content to new content
  • Help map out existing comms for a holistic overview to better understand and plan comms going forward
  • Develop documentation and guidance such as a glossary of product terminology including country-specific versions for ops agents to use
  • Collaborate with content design team on Guild initiatives

What types of content can you expect to work on?

  • Email templates
  • Contact forms
  • Research and feedback surveys
  • Chatbot design
  • Customer Service scripts
  • Troubleshooting and FAQ content

Job requirements

  • At least 4 years as a content designer, UX writer or CX specialist
  • Experience working in a product organisation / working with product teams in agile methodologies

  • A qualification in a relevant field such as media studies, copywriting, linguistics, UX design/research or psychology. Qualifications aren’t a dealbreaker if your experience speaks for itself!

  • Native-level English language skills. What does this mean? It means that you have spoken English for most of your life, that you currently speak English on a daily basis socially and professionally, and consume English language media. Most importantly, it means that you have been working in English, on English language products for most of your career. It does not mean that you need to have English as a mother-tongue or come from a Western, English-speaking country

  • A passion for user-centric design, inclusivity and accessibility

  • Experienced in creating copy that resonates with a diverse audience

Core skills

  • Content testing: you have some experience with designing and conducting both qualitative and quantitative user tests

  • Stakeholder management: you are confident in presenting your work and explaining your choices to the people who work with you

  • Content writing: you are able to craft text thoughtfully, present options, and amend your solutions based on feedback

  • User experience: you are able to identify relationships between content choices and how people think, feel and behave

  • Strategic thinking: you are able to make writing and design choices that connect to the task’s outcome

Why you’ll enjoy working at the Instapro Group

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find the space to be your best self.

These are the benefits you'll enjoy:

  • 33 days holiday (including bank holidays) + 1 extra day for every year of service

  • 5% employer pension contribution

  • Eligibility to receive stock appreciation rights

  • Comprehensive private medical insurance with AXA

  • Routine treatments health cash plan

  • Enhanced parental leave

  • Hybrid work environment

  • Training support

  • Generous hybrid allowance

  • Commuting allowance for office days

These are the values that guide everything we do:

  • We put integrity first. We are authentic, transparent and respectful.
  • We are all stewards. We are stewards of the company on behalf of all stakeholders.
  • We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
  • We never stop learning. We are open-minded and curious.
  • We win together. We collaborate and earn trust with our colleagues.
  • We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

Interested in applying? Submit your application below and we will get back to you.


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Good to know...

Do you offer remote work?

You need to already be based in one of our office locations or be willing to relocate to one of them.

We have a hybrid-work policy, which means that it’s up to you whether you prefer to work onsite or feel more comfortable working from home. However, in some roles, we might be looking for people living in the same region. You can have a look at what locations we are active in via the button below.

Do you offer a relocation package and visa sponsorship?

Yes and yes.

For applicants relocating to our German or Dutch offices, we provide financial relocation assistance and step-by-step guidance to support you in your relocation journey.

We also provide visa sponsorship for our German and Dutch offices. Currently, visa sponsorship for the French office is not possible.

How should I prepare for an interview?

Please go through the job description once again and be ready to ask your questions to help yourself better understand if our environment matches your expectations.

You can visit Instapro Group's other web spaces, such as our LinkedIn page, to get a feel for our vibe.

What does an interviewing process generally look like?

Our interviewing processes can slightly differ depending on the department. The three things that are consistent across every process are a talk with the hiring manager in the early phase of the process, a team interview in the middle, and a culture interview at a later phase of the process. To find out more about our cultural values, you can click here.