Lead UX Writer

📍 Job Overview

Job Title: Lead UX Writer Company: Freshworks Location: Bengaluru, Karnataka, India Job Type: Full-time Category: User Experience / Product Operations Date Posted: 2025-09-10T07:20:49.871 Experience Level: Mid-Senior (5-10 years) Remote Status: Remote OK

🚀 Role Summary

• Lead the development and execution of comprehensive content strategies for Freshworks' product suite, ensuring a unified and user-centric voice across all customer touchpoints.
• Drive the creation of clear, concise, and impactful microcopy for user interfaces, guiding users through critical interactions and product workflows.
• Collaborate extensively with cross-functional teams, including Product Management, UX Design, Engineering, and User Research, to embed content excellence into the product development lifecycle.
• Champion user-centered design principles by leveraging user research and usability testing insights to inform and refine all content decisions, ensuring maximum user comprehension and satisfaction.
• Establish and maintain robust content style guides, tone of voice documentation, and best practice frameworks to ensure consistency and quality across the Freshworks product ecosystem.

📝 Enhancement Note: While the title is "Lead UX Writer," the core responsibilities and focus on content strategy, cross-functional collaboration, and user experience integration suggest a significant overlap with Product Operations, particularly in ensuring the clarity and effectiveness of product messaging and user journeys. This role is crucial for translating complex product functionalities into easily understandable and actionable content for end-users.

📈 Primary Responsibilities

• Develop and implement a cohesive content strategy for Freshworks products, defining the narrative and voice to enhance user engagement and product adoption.
• Craft compelling and contextually relevant microcopy for UI elements, including buttons, labels, error messages, onboarding flows, and tooltips, to guide user actions and improve task completion rates.
• Collaborate closely with UX Designers to ensure content and visual design are seamlessly integrated, creating intuitive and aesthetically pleasing user interfaces.
• Partner with Product Managers to understand product roadmaps, feature requirements, and target user needs, translating these into effective content solutions.
• Conduct and synthesize user research, including interviews, surveys, and persona development, to gain deep insights into user behavior and preferences, informing content creation and optimization.
• Participate in usability testing sessions, analyzing feedback to identify areas for content improvement and iterating on messaging for clarity, conciseness, and impact.
• Establish and maintain comprehensive content style guides, terminology databases, and tone of voice documentation to ensure brand consistency and a positive user experience across all product touchpoints.
• Advocate for accessibility best practices in content creation, ensuring all product copy adheres to relevant guidelines (e.g., WCAG) for inclusivity.
• Mentor and provide guidance to junior UX writers or other team members involved in content creation, fostering a culture of content excellence within the organization.
• Analyze product usage data and user feedback to identify content-related friction points and opportunities for optimization, driving continuous improvement initiatives.

📝 Enhancement Note: The emphasis on "developing and leading content strategy" and "crafting effective microcopy" strongly indicates a strategic and hands-on role. The requirement to "collaborate closely with cross-functional teams" and "conduct user research" highlights the need for strong analytical and interpersonal skills, typical of senior operations roles focused on user experience and product adoption. The mention of "mentorship" suggests a leadership component within the UX writing function.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in English, Communications, Journalism, HCI, Design, or a related field, or equivalent practical experience.

Experience:

• 5-10 years of professional experience in UX writing, content design, technical writing, or a closely related field, with a demonstrable track record of creating user-centered content for software products.
• Experience leading content initiatives or projects, with a proven ability to manage multiple deliverables and prioritize effectively in a fast-paced environment.

Required Skills:

• UX Writing Expertise: Proven ability to craft clear, concise, and user-friendly microcopy for various UI elements and user flows.
• Content Strategy Development: Experience in creating and executing comprehensive content strategies that align with product goals and user needs.
• Cross-functional Collaboration: Strong ability to work effectively with designers, product managers, researchers, and engineers, fostering collaborative relationships.
• User Research & Analysis: Proficiency in conducting user research methodologies (interviews, surveys) and analyzing data to inform content decisions.
• Usability Testing: Experience participating in and providing feedback on usability testing to refine product content.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex ideas clearly and persuasively.
• Portfolio: A strong portfolio showcasing a range of UX writing projects, demonstrating problem-solving abilities and impact on user experience.

Preferred Skills:

• Leadership/Mentorship Experience: Previous experience leading a team or mentoring junior writers.
• Accessibility Standards: Familiarity with accessibility guidelines (e.g., WCAG) and their application to UX writing.
• Content Management Systems (CMS): Experience with content management tools or platforms.
• Localization & Internationalization: Understanding of principles for localizing and internationalizing content.
• Agile Methodologies: Experience working within Agile development frameworks.
• Data Analysis Tools: Familiarity with analytics platforms (e.g., Google Analytics, Mixpanel) to measure content performance.

📝 Enhancement Note: The requirement for a "strong portfolio showcasing impactful and user-focused content" is critical. For an operations-focused role, this portfolio should ideally highlight examples of process improvements driven by content, measurable impact on user task completion, or efficiency gains achieved through clearer messaging. The "leadership or mentorship experience" is a key differentiator for a "Lead" role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Detailed case studies that illustrate your process for developing content strategies, crafting microcopy, and iterating based on user feedback. Each case study should clearly outline the problem, your approach, the solutions implemented, and the measurable outcomes.
• Content Examples: A diverse range of content samples, including UI text (buttons, labels, tooltips, error messages), onboarding flows, and potentially user guides or help content, demonstrating versatility and precision.
• Process Documentation: Evidence of your ability to document content processes, including style guides, tone of voice guidelines, and terminology lists.
• Collaboration Artifacts: Examples of how you've collaborated with designers, product managers, or researchers (e.g., shared documents, wireframes with annotations, research synthesis).
• Impact Metrics: Quantifiable results demonstrating the effectiveness of your UX writing. This could include improvements in task completion rates, reduction in support tickets related to confusion, increased feature adoption, or positive user feedback related to content clarity.

Process Documentation:

• Workflow Design: Showcase your ability to design and document content workflows, from initial concept and research through to final implementation and iteration.
• Style Guide Development: Provide examples of style guides you have created or contributed to, detailing how they ensure consistency in voice, tone, and terminology.
• Content Audits & Analysis: Demonstrate experience in conducting content audits and analyzing existing content to identify areas for improvement and strategic planning.
• Feedback Integration: Illustrate your process for incorporating user feedback and analytics data into content revisions and future content strategies.

📝 Enhancement Note: For a role focused on product and user experience, the portfolio should emphasize a data-driven approach. Demonstrating how content changes led to measurable improvements in user behavior or operational efficiency (e.g., reduced support load, increased conversion rates) will be highly valued. The ability to document and standardize content processes is also a key operational skill.

💵 Compensation & Benefits

Salary Range: For a Lead UX Writer role in Bengaluru, India, with 5-10 years of experience, the estimated annual salary range is likely between ₹12,00,000 to ₹25,00,000 (approximately $14,400 to $30,000 USD). This range can vary based on the candidate's specific experience, portfolio quality, and performance during the interview process, as well as the company's compensation philosophy.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and their dependents.
• Paid Time Off (PTO): Generous vacation days, sick leave, and public holidays.
• Retirement Savings Plan: Contributions to provident fund or similar retirement schemes.
• Learning & Development Budget: Opportunities for professional growth through courses, certifications, and conferences.
• Flexible Work Arrangements: Options for remote work or hybrid models, supporting work-life balance.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Performance Bonuses: Potential for bonuses based on individual and company performance.
• Stock Options/ESOPs: Potential for equity participation in the company's growth.

Working Hours: Typically 40 hours per week, with standard business hours in the Indian Standard Time (IST) zone (e.g., 9 AM to 6 PM IST). However, given the "Remote OK" status, some flexibility may be expected to accommodate collaboration with global teams.

📝 Enhancement Note: Salary estimates are based on industry benchmarks for Lead UX Writer roles in major Indian tech hubs like Bengaluru, considering the specified experience level. Benefits are standard for established tech companies in India. The "Remote OK" status implies potential flexibility, but candidates should clarify expectations regarding core working hours for team collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Cloud Computing / Customer Relationship Management (CRM) / Customer Experience (CX) / Employee Experience (EX) Company Size: Large (over 4,500 employees globally). This size indicates a structured environment with established processes, dedicated departments, and opportunities for specialization, but also potentially a need for individuals who can navigate larger organizations and drive change across teams. Founded: 2010. A relatively young but rapidly growing company, suggesting a dynamic, innovative, and potentially fast-paced culture that is still evolving.

Team Structure:

• The Lead UX Writer will likely be part of the Product Design or Product Management organization, reporting to a Head of Design, Director of Product, or similar senior leader.
• The UX Writing team may be a dedicated function or integrated within broader product teams, working closely with UX Designers, Product Managers, Researchers, and Engineers.
• Cross-functional collaboration is essential, requiring strong partnerships with Marketing, Customer Support, and potentially Sales Operations to ensure consistent messaging across the entire customer journey.

Methodology:

• Data-Driven Decision Making: Freshworks emphasizes using data and user insights to inform product development and strategy.
• Agile Development: Likely follows Agile methodologies, requiring adaptability and iterative development cycles.
• User-Centricity: A core philosophy focused on creating exceptional customer and employee experiences.
• Process Optimization: A continuous effort to simplify and improve workflows and user interactions through technology and thoughtful design.

Company Website: https://www.freshworks.com/

📝 Enhancement Note: Freshworks' mission to simplify business software and create better experiences aligns directly with the goals of a UX Writer. The company's growth trajectory suggests opportunities to shape processes and impact product direction. The "people-first" approach to AI and focus on CX/EX are key cultural pillars that a UX Writer will embody through their content.

📈 Career & Growth Analysis

Operations Career Level: This is a "Lead" position, signifying a senior individual contributor role with potential leadership responsibilities. It sits above a standard UX Writer and below a UX Writing Manager or Director. The role requires strategic thinking, mentorship, and the ability to influence product direction through content.

Reporting Structure: The Lead UX Writer will report to a senior leader within the Product or Design organization. They will likely collaborate extensively with peers in UX Design, Product Management, and User Research, forming a core product development pod.

Operations Impact: The UX Writer's impact is directly tied to improving the user experience, which in turn influences key operational metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), user adoption rates, task completion efficiency, and potentially reducing customer support costs through clearer in-product guidance. Effective UX writing is a critical component of efficient product operations.

Growth Opportunities:

• Leadership Track: Potential to grow into a formal management role (e.g., UX Writing Manager) overseeing a team of UX writers.
• Specialization: Deepen expertise in specific product areas, user segments, or advanced UX writing techniques (e.g., voice and tone strategy, AI-driven content).
• Product Strategy Influence: Become a key contributor to product strategy, advocating for content-first design principles and influencing the overall user journey.
• Cross-functional Mobility: Opportunities to move into related roles within Product Management, UX Research, or even Marketing Communications, leveraging their deep understanding of user needs and product messaging.
• Mentorship & Training: Develop strong mentorship skills by guiding junior team members and contributing to internal training programs on UX writing best practices.

📝 Enhancement Note: The "Lead" title implies a dual focus: driving critical UX writing initiatives and potentially mentoring others. Growth opportunities are likely tied to expanding influence within product teams, taking on more strategic responsibilities, and potentially moving into people management. This aligns with typical career progression in operations-focused roles within tech companies.

🌐 Work Environment

Office Type: While the role is listed as "Remote OK," Freshworks operates globally with physical office spaces. The "Bengaluru, India" location suggests a significant presence there. The work environment for remote employees is generally supported by modern collaboration tools and practices. For those who choose to work from an office, it would likely be a modern, collaborative tech office space designed for innovation and teamwork.

Office Location(s): Primary focus on Bengaluru, India, but Freshworks has offices in numerous global locations. For remote employees, the expectation is a dedicated home office setup conducive to productivity and virtual collaboration.

Workspace Context:

• Collaboration Tools: Expect heavy reliance on tools like Slack, Microsoft Teams, Zoom, Google Workspace, and project management software (e.g., Jira, Asana) for communication and task management.
• Design & Prototyping Tools: Collaboration with designers will involve shared access to tools like Figma, Sketch, or Adobe XD for reviewing and commenting on designs and prototypes.
• Documentation Platforms: Use of internal wikis, knowledge bases, or collaboration platforms (e.g., Confluence, Notion) for style guides, process documentation, and project briefs.
• Team Interaction: Regular virtual stand-ups, team meetings, and brainstorming sessions to ensure alignment and foster a sense of team connection despite remote work.

Work Schedule: Standard 40-hour work week with flexibility, likely aligning with Indian Standard Time (IST) business hours for core team collaboration. Remote work offers autonomy in managing daily schedules, but responsiveness during key collaboration times is expected.

📝 Enhancement Note: The "Remote OK" status is a significant factor. Candidates should be prepared for a primarily remote work experience, emphasizing asynchronous communication and proactive engagement with distributed teams. The company's investment in collaboration tools will be key to success.

📄 Application & Portfolio Review Process

Interview Process: The hiring process for a Lead UX Writer at a company like Freshworks typically involves several stages:

1. Application & Screening: Initial review of your resume and portfolio. Emphasis will be placed on relevant experience, demonstrated impact, and the quality of your portfolio.
2. Hiring Manager Interview: A conversation with the hiring manager to assess your experience, leadership potential, understanding of UX writing principles, and cultural fit. They will likely delve into your portfolio projects.
3. Skills Assessment / Work Sample: You may be asked to complete a take-home assignment or a live work sample exercise. This is often a prompt to write copy for a specific UI scenario or to critique and improve existing product copy. This is a critical opportunity to showcase your process and problem-solving skills.
4. Cross-functional Team Interviews: Interviews with key stakeholders you'd collaborate with, such as UX Designers, Product Managers, or User Researchers. These interviews focus on your collaboration style, ability to integrate feedback, and understanding of the product development lifecycle.
5. Final Interview / Executive Interview: Potentially a final interview with a more senior leader (e.g., Head of Product, VP of Design) to discuss strategic thinking, leadership vision, and overall fit with the company's direction.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your skills for this specific role. Prioritize projects demonstrating strategic thinking, user empathy, and measurable impact.
• Tell a Story: For each project, clearly articulate the problem statement, your role and process, the challenges encountered, the solutions you devised (with copy examples), and the tangible results achieved. Use visuals (screenshots, prototypes) to illustrate your work.
• Highlight Leadership: If applicable, showcase projects where you led initiatives, mentored others, or influenced team processes.
• Quantify Impact: Wherever possible, include metrics that demonstrate the success of your UX writing (e.g., improved conversion rates, reduced error messages, positive user feedback).
• Tailor Your Presentation: Be prepared to walk through your portfolio and discuss your projects in detail, tailoring your explanations to the specific needs of Freshworks and the Lead UX Writer role.

Challenge Preparation:

• Understand the Product: Familiarize yourself with Freshworks' product suite. Identify areas where UX writing is critical for user success.
• Practice Microcopy: Be ready to write copy for common UI elements (buttons, error messages, empty states, onboarding steps). Focus on clarity, conciseness, and helpfulness.
• Develop Written Communication Skills: Practice articulating your thought process clearly and concisely, both in writing and verbally.
• Case Study Structure: Prepare to present a work sample or case study using a structured approach: Problem -> Process -> Solution -> Results.
• Collaboration Scenarios: Think about how you would handle disagreements with designers or product managers regarding copy, or how you would incorporate feedback from user research.

📝 Enhancement Note: The work sample or take-home assignment is often a crucial gate. Candidates should treat it as a mini-portfolio piece, demonstrating not just writing skill but also strategic thinking and process. Demonstrating an understanding of Freshworks' products and target audience will be key.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD (for reviewing and providing feedback on designs).
• Collaboration & Communication: Slack, Microsoft Teams, Zoom, Google Workspace (Docs, Sheets, Slides).
• Project Management: Jira, Asana, Trello (for tracking tasks, sprints, and project progress).
• Documentation & Knowledge Management: Confluence, Notion, internal wikis (for style guides, process documentation, project briefs).

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (for understanding user behavior on web properties).
• Product Analytics: Mixpanel, Amplitude, Pendo (for in-app user behavior tracking, feature adoption, and funnel analysis).
• User Feedback Tools: SurveyMonkey, Typeform, Qualtrics, in-app feedback widgets.

CRM & Automation:

• CRM: Salesforce, Freshsales (Freshworks' own CRM) – understanding CRM principles and data flow is beneficial for context.
• Content Management Systems (CMS): While not strictly UX writing tools, familiarity with CMS used for web content or help centers might be relevant.
• Localization Tools: Tools like Lokalise, Phrase, or Crowdin may be used for managing translated content.

📝 Enhancement Note: Proficiency in collaboration and documentation tools is as important as writing skills for this role, especially in a remote setting. Familiarity with product analytics tools will allow the Lead UX Writer to be more data-informed in their content decisions and to measure the impact of their work.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of users, ensuring their experience with Freshworks products is seamless and positive.
• Simplicity & Clarity: A drive to make complex software easy to use and understand through clear, concise, and intuitive language.
• Collaboration & Teamwork: A belief in the power of working together across disciplines to achieve shared goals and build better products.
• Innovation & Continuous Improvement: A culture that encourages experimentation, learning from data, and constantly seeking ways to enhance product value and user experience.
• Impact & Results: A focus on delivering tangible outcomes and making a measurable difference in user success and business objectives.

Collaboration Style:

• Proactive & Partnership-Oriented: Actively seeking out opportunities to collaborate with Product Management, Design, Research, and Engineering teams from the early stages of product development.
• Feedback-Driven: Open to receiving and giving constructive feedback, using it to refine content and processes.
• Data-Informed: Using insights from user research and product analytics to guide content decisions and advocate for user needs.
• Transparent: Maintaining open communication channels and sharing work-in-progress to ensure alignment and gather input efficiently.

📝 Enhancement Note: The company's values of simplicity, customer-centricity, and innovation directly translate into the UX Writer's mandate. A collaborative and data-informed approach will be key to success in this role, aligning with typical operational excellence standards.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Goals: Ensuring that content is user-friendly while also supporting business objectives and product functionality.
• Maintaining Consistency Across a Broad Product Suite: Ensuring a unified voice and tone across diverse Freshworks products and features.
• Integrating Content Early in the Design Process: Advocating for the importance of UX writing from the outset of product development, rather than as an afterthought.
• Measuring Content ROI: Quantifying the impact of UX writing on user behavior, satisfaction, and business metrics can be challenging but is crucial for demonstrating value.
• Navigating a Growing Organization: As Freshworks scales, adapting to evolving processes and structures while maintaining quality and efficiency.

Learning & Development Opportunities:

• Advanced UX Writing Techniques: Opportunities to deepen skills in areas like information architecture, conversation design, and accessibility best practices.
• Product Strategy Involvement: Gaining exposure to broader product strategy discussions and influencing product roadmaps through content expertise.
• Mentorship and Leadership: Developing leadership skills by mentoring junior team members and potentially leading specific content initiatives.
• Industry Best Practices: Staying current with emerging trends in UX writing, content design, and product development through conferences, workshops, and online resources.
• Cross-functional Skill Development: Learning more about product management, UX research methodologies, and software development processes.

📝 Enhancement Note: The challenges highlight the strategic nature of the role, requiring strong advocacy and analytical skills. The growth opportunities offer a clear path for career advancement within product operations and UX.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for developing a content strategy for a new product feature. How do you ensure it aligns with the overall product vision and user needs?"
  • Preparation: Focus on your methodology, including user research, competitive analysis, defining voice and tone, and establishing content guidelines.
• "How do you collaborate with UX Designers and Product Managers to ensure content is seamlessly integrated into the user experience? Can you provide an example?"
  • Preparation: Emphasize partnership, iterative feedback loops, and how you translate user needs and product requirements into actionable copy.
• "Walk us through a challenging UX writing project you worked on. What was the problem, your approach, the outcome, and what did you learn?"
  • Preparation: Choose a project that showcases problem-solving, strategic thinking, and measurable results. Be prepared to discuss specific copy choices and their rationale.

Company & Culture Questions:

• "What excites you about Freshworks' mission and its approach to customer and employee experience software?"
  • Preparation: Research Freshworks' products, values, and recent news. Connect your passion for UX writing to their goals.
• "How do you approach mentoring or guiding junior team members in UX writing?"
  • Preparation: Discuss your experience with feedback, skill development, and fostering a positive team environment.
• "How do you measure the success of your UX writing? What metrics do you prioritize?"
  • Preparation: Be ready to discuss quantitative (e.g., task completion rates, conversion) and qualitative (e.g., user feedback, CSAT) metrics.

Portfolio Presentation Strategy:

• Structure for Impact: For each portfolio piece, use a clear narrative: Problem -> Your Role & Process -> Solution (with copy examples) -> Results (quantified impact).
• Highlight Strategic Thinking: Explain why you made specific content choices, not just what you wrote. Connect your decisions to user needs and business objectives.
• Showcase Collaboration: Mention how you worked with other teams and incorporated their input or research findings.
• Be Prepared for Deep Dives: Anticipate questions about specific word choices, your research methods, and how you handled feedback.
• Practice Conciseness: Be articulate and efficient in your presentation, respecting the interviewers' time.

📝 Enhancement Note: The interview process will likely test both your writing craft and your operational capabilities – your ability to strategize, collaborate, and measure impact. Preparing specific examples that demonstrate these skills is crucial.

📌 Application Steps

To apply for this operations-aligned UX Writer position:

• Submit your application through the provided link on SmartRecruiters.
• Portfolio Customization: Ensure your portfolio prominently features projects that demonstrate your strategic approach to content, clear microcopy examples, and, most importantly, measurable impact on user experience or operational efficiency. Prioritize projects that showcase collaboration and leadership.
• Resume Optimization: Tailor your resume to highlight keywords relevant to UX writing, content strategy, product operations, and cross-functional collaboration. Quantify your achievements with specific metrics where possible.
• Interview Preparation: Practice articulating your thought process, preparing detailed examples for behavioral and situational questions, and rehearsing your portfolio presentation to clearly communicate your value and impact.
• Company Research: Thoroughly research Freshworks' products, target audience, and company culture. Understand their value proposition and how your role as Lead UX Writer contributes to their mission of creating exceptional user experiences.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with Freshworks before making application decisions.