Customer Communication Strategist

Role - Customer Communication Strategist - Assistant Manager

Location - Bangalore, ETV

We are seeking a results-oriented Content Writer with a deep understanding of customer experience

(CX) communications to craft effective and engaging content across all key channels (email, SMS,

IVR, social media, and internal training).

We are seeking a results-oriented Content Writer with a deep understanding of customer experience

(CX) communications to craft effective and engaging content across all key channels (email, SMS,

IVR, social media, and internal training).

What you’ll do:

● Develop Customer Experience Content: Create clear, non-promotional, and audience-specific

content for customer-facing channels, including voice scripts, email templates, chat

responses, and social media replies, applying nuances of customer psychology to drive

desired behavioral outcomes.

● Leverage AI: Design, test, and refine effective AI prompts to generate or enhance

communication drafts, build chat/voice bot interaction flows while ensuring speed and scale

while maintaining brand voice, marketplace guidelines and accuracy.

● Conduct Research & Analysis: Design and execute external customer surveys to derive

actionable insights, and research industry trends and best practices from the e-commerce

ecosystem to inform content strategy.

● Ensure Compliance & Quality: Ensure all content is easy to comprehend, clear, accurate,

concise, and strictly aligned with the brand's tone of voice, legal, and marketplace guidelines.

● Drive Optimization & Strategy: Proactively identify areas for communication improvement,

recommend changes based on best practices, and optimize content for cost-efficiency,

readability and improve customer experience metrics.

● Consult & Collaborate: Act as a content consultant to stakeholders, deciphering complex

requests, advising on appropriate communication channels, and integrating feedback to

meet functional objectives.

What you’ll need:

● Bachelor’s degree, preferably in Media/Communication or Journalism.

● 5-6 years of proven experience in content writing within the customer service or e-commerce

domain.

● Demonstrated ability and comfort with using Generative AI tools (e.g., LLMs) for content

creation and refinement, specifically in crafting effective prompts.

● Excellent writing, proofreading, and editing skills with a deep understanding of grammar

nuances and the ability to adapt different styles/tones.

● Strong command over both spoken and written English and Hindi.

● A self-starter with the ability to manage tight deadlines with minimum supervision, coupled

with strong interpersonal and stakeholder management skills.