TAP- Copywriter (Customer Communication & UX Writing)

📍 Job Overview

Job Title: TAP- Copywriter (Customer Communication & UX Writing)

Company: TAP Air Portugal

Location: Lisbon, Portugal

Job Type: Full-Time

Category: Marketing & Communications

Date Posted: July 28, 2026

Experience Level: Mid-Level (2+ years)

Remote Status: On-site

🚀 Role Summary

• This role focuses on crafting compelling and clear customer-facing communications, ensuring a consistent and positive experience across all touchpoints.

• The Copywriter will be instrumental in developing content for digital platforms like websites and apps, as well as traditional channels, aligning with the company's Customer Experience strategy.

• Key responsibilities include creating and adapting content, producing optimized microcopy for digital interfaces, and collaborating closely with internal business units to maintain brand voice and messaging consistency.

• This position requires a strong understanding of UX writing principles and usability to enhance the overall user journey and deliver intuitive communication.

📝 Enhancement Note: While the job title is "Copywriter," the emphasis on "Customer Communication & UX Writing" and the detailed responsibilities clearly place this role within the broader GTM (Go-To-Market) and Customer Experience operational framework, requiring skills beyond traditional copywriting. The role acts as a crucial bridge between product/service delivery and customer engagement.

📈 Primary Responsibilities

• Serve internal business teams by providing high-quality content solutions for customer communications across various channels.

• Develop and adapt compelling content for products and services, encompassing emails, SMS, website copy, app content, social media posts, and physical communications (e.g., airport signage).

• Ensure all communications are clear, easily understandable, relevant to the customer and context, and consistent across all touchpoints and channels.

• Produce optimized microcopy for digital interfaces, with a particular focus on mobile applications and enhancing the user experience.

• Adapt communication content to the specific requirements of each channel, considering technical limitations and user behavior patterns (e.g., mobile vs. desktop).

• Collaborate closely and effectively with various internal departments to ensure content alignment and consistent customer messaging.

• Contribute to the continuous improvement of customer communication strategies by incorporating customer feedback and adhering to best practices in Customer Experience and UX writing.

• Assist in defining and maintaining the brand's tone of voice and language guidelines across all customer interactions.

📝 Enhancement Note: The responsibilities highlight a service-oriented approach to internal clients (business units), emphasizing the Copywriter's role as a strategic partner in customer engagement. The breadth of channels and the focus on UX and microcopy suggest a need for adaptability and a deep understanding of how content impacts user behavior and journey completion.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Communication, Marketing, Journalism, Languages, Translation Studies, Digital Communication, or a related field. Experience:

• Minimum of 2 years of professional experience in copywriting, content marketing, content strategy, or equivalent roles, with a focus on customer-facing communications. Required Skills:

• Proven experience in creating and adapting content for multiple digital channels, including websites, apps, email, and SMS.

• Demonstrated experience in copywriting and customer communication, ideally within multi-channel environments.

• Proficiency in crafting microcopy and content tailored for digital environments.

• Solid understanding of UX writing principles and usability, with a focus on optimizing the user experience.

• Experience in participating in the definition of brand tone of voice and language guidelines.

• Excellent written proficiency in Portuguese (Portugal) and English, with the ability to adapt tone and style to different contexts and markets.

• Strong analytical skills to understand customer needs and translate them into effective communication.

• Exceptional attention to detail and commitment to quality in written materials. Preferred Skills:

• Knowledge of French and/or Brazilian Portuguese to facilitate communication adaptation for different geographies.

• Additional training or certifications in Copywriting, UX Writing, Content Design, or Digital Marketing.

• Experience working within the airline or travel industry, understanding its unique communication needs.

• Familiarity with content management systems (CMS) and digital marketing platforms.

📝 Enhancement Note: The minimum experience requirement of 2 years, coupled with a Bachelor's degree, positions this as a mid-level role. The emphasis on both broad customer communication and specific UX writing skills indicates a need for a versatile candidate who can handle strategic messaging as well as granular interface copy.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a range of copywriting work, showcasing adaptability across diverse channels (email, web, app, SMS, social media).

• Include examples of microcopy creation specifically for digital interfaces, highlighting improvements in user flow or task completion.

• Showcase case studies or examples where UX writing principles were applied to solve user problems or enhance usability.

• Provide evidence of contributions to tone of voice or brand guideline development and implementation.

• Present work that clearly articulates the customer benefit and business objective for each piece of content. Process Documentation:

• Candidates should be prepared to discuss their process for content creation, from brief to final delivery, including research and collaboration stages.

• Demonstrate an understanding of content lifecycle management, including review, approval, and updating processes.

• Explain how they approach adapting content for different channels and user segments, considering technical constraints and best practices.

• Be ready to discuss how they measure the effectiveness of their copy and incorporate feedback for iterative improvement.

📝 Enhancement Note: For a role focused on content and UX writing, a robust portfolio is critical. It should not only display creative writing but also evidence of strategic thinking, user-centric design, and measurable impact. Demonstrating a structured content creation process is key.

💵 Compensation & Benefits

Salary Range:

• Given the mid-level experience requirement (2+ years), location in Lisbon, Portugal, and the specialized nature of UX writing, a competitive salary range for this role would typically fall between €28,000 and €40,000 gross per year. This estimate is based on industry benchmarks for copywriting and UX writing roles in major European cities, adjusted for the Portuguese market and the specific responsibilities outlined. Benefits:

• Health insurance: Comprehensive coverage for medical needs.

• Life insurance: Financial protection for dependents.

• On-site cafeteria: Convenient and subsidized meal options.

• Travel benefits: Facilitation of travel according to company policy, offering opportunities to explore.

• Exclusive partnerships: Access to special discounts with partner companies.

• Career development plan: Structured pathways for professional growth within TAP.

• Continuous training: Investment in ongoing learning and skill enhancement programs. Working Hours:

• Regular full-time hours, likely around 40 hours per week, with standard office operating times.

📝 Enhancement Note: The provided benefits are standard for a large, established company like TAP Air Portugal and are designed to support employee well-being and professional development. The salary estimate considers the cost of living and average salaries for similar roles in Lisbon.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation / Transportation

Company Size: Large Enterprise (TAP Air Portugal is a significant global airline)

Founded: 1945

TAP Air Portugal is a well-established international airline with a long history. Its culture likely emphasizes professionalism, safety, customer service excellence, and a global outlook. As a large organization, it offers a structured environment with opportunities for specialization and career progression. The company's focus on customer experience for this role suggests an evolving culture that values user-centricity and effective communication as drivers of business success.

Team Structure:

• The Copywriter will likely be part of a Marketing, Communications, or Customer Experience department.

• The team structure will probably involve reporting to a Content Manager, Marketing Manager, or Head of Customer Experience, with potential collaboration with UX designers, product managers, digital marketers, and other business unit representatives.

• Cross-functional collaboration is a key aspect, requiring the Copywriter to work with diverse teams across the organization to understand their needs and translate them into customer-friendly content. Methodology:

• Content creation will likely follow a structured process, involving brief intake, research, drafting, internal reviews, and finalization.

• Emphasis will be placed on data-informed decision-making, using customer feedback, analytics, and UX research to guide content strategy and optimization.

• Workflow planning will be crucial to manage requests from multiple internal stakeholders efficiently and meet deadlines.

• Adherence to brand guidelines and a consistent tone of voice will be paramount in all communication efforts.

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

📝 Enhancement Note: Understanding TAP's position as a major airline is key. This implies a focus on reliability, global reach, and a high standard of customer service. The "Customer Communication & UX Writing" role signifies a strategic investment in how the brand interacts with its passengers, moving beyond transactional messages to experiential ones.

📈 Career & Growth Analysis

Operations Career Level: This role represents a specialized mid-level position within the marketing and communications function, focusing on the critical area of customer engagement and user experience design through content. It sits at the intersection of creative writing and user-centric design principles.

Reporting Structure: The Copywriter will likely report to a Manager or Head of a relevant department such as Marketing, Communications, Digital, or Customer Experience. They will work closely with various internal stakeholders, including product teams, digital platform managers, and customer service leads.

Operations Impact: The Copywriter's work directly impacts customer satisfaction, brand perception, and operational efficiency by ensuring clear, concise, and user-friendly communications. Effective UX writing can reduce customer support queries, improve conversion rates on digital platforms, and enhance overall customer loyalty, thereby contributing to revenue generation and cost savings.

Growth Opportunities:

• Specialization: Deepen expertise in UX Writing, Content Design, or a specific channel (e.g., App Content Strategy).

• Leadership: Progress to a Senior Copywriter, Content Lead, or UX Content Strategist role, potentially managing a team or a specific content domain.

• Cross-functional: Transition into roles within Product Management, Digital Strategy, or Customer Experience Management, leveraging content expertise to influence broader CX initiatives.

• Industry Expertise: Develop a niche