Staff UX Writer

📌 Core Information

🔹 Job Title: Staff UX Writer

🔹 Company: Freshworks

🔹 Location: Hyderabad, Chennai, Bengaluru

🔹 Job Type: Full-time

🔹 Category: Software Development

🔹 Date Posted: 2025-08-08

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Crafting clear, concise, and user-centered content to enhance user experience
• Collaborating with Product, Engineering, and Design teams to create intuitive user journeys
• Defining content standards and processes to elevate the entire user experience
• Mentoring other writers and advocating for content best practices

ASSUMPTION: This role requires a high level of independence and strategic thinking, as the ideal candidate will shape the product experience and drive content standards.

📋 Key Responsibilities

✅ Design and write clear, elegant, and concise microcopy to enhance and streamline the user experience, including labels, tooltips, error messages, empty states, and in-product guidance.

✅ Collaborate closely with UX/UI designers and product managers to ensure a cohesive and intuitive narrative across all user touchpoints.

✅ Champion a user-first approach to content, using research and data to make informed decisions.

✅ Develop and maintain comprehensive product documentation that empowers users, including user guides, onboarding materials, migration guides, online/inline help, and release notes.

✅ Propose, build, and document writing standards, style guides, and glossaries to ensure consistency and help quickly onboard future team members.

✅ Define, document, and maintain content development processes that align with the agile software release lifecycle.

ASSUMPTION: This role involves a mix of creative and strategic thinking, as well as strong collaboration skills to work effectively with cross-functional teams.

🎯 Required Qualifications

Education: Bachelor's degree in English, Journalism, Technical Communication, or a related field (or equivalent experience)

Experience: 10-12 years of experience as a Technical Writer, UX Writer, or Content Designer within the software industry

Required Skills:

• Expertise in writing concise, purposeful text for UI components (Microcopy)
• Ability to structure and write comprehensive guides and manuals (Long-Form Documentation)
• Skill in organizing complex information logically and intuitively (Information Architecture)
• Deep familiarity with industry standards like the Microsoft Manual of Style (MSTP) and Google Developer Documentation Style Guide, and experience creating custom guides (Style Guides)
• Meticulous attention to detail and a strong command of grammar and style (Editing & Proofreading)
• Proficiency in documenting APIs for a developer audience (e.g., REST, GraphQL) (API Documentation)
• Solid understanding of multi-tenancy, cloud infrastructure, and release cycles (SaaS Concepts)
• Experience using Git or similar version control systems for managing documentation (Version Control)
• Proficiency with tools like Confluence, ReadMe, GitBook, or similar platforms (Documentation Platforms)
• Expertise in using tools like Jira, Slack, Figma, and Miro to work effectively with cross-functional teams (Collaboration Tools)

Preferred Skills:

• Experience in the ITSM (IT Service Management) domain

ASSUMPTION: Given the senior-level nature of this role, candidates should have extensive experience in UX writing and content design, with a strong portfolio showcasing both skills.

💰 Compensation & Benefits

Salary Range: INR 25,00,000 - 35,00,000 per annum (Estimated, based on industry standards for a senior UX writer role in India)

Benefits:

• Health, dental, and vision insurance
• 401(k) matching
• Flexible work hours
• Generous vacation and sick leave policies
• Employee stock options

Working Hours: Full-time (40 hours/week), with flexible work arrangements available

ASSUMPTION: The salary range is estimated based on industry standards for senior UX writer roles in India. Actual compensation may vary based on factors such as experience, skills, and market conditions.

📌 Applicant Insights

🔍 Company Context

Industry: Freshworks is a leading provider of customer experience (CX) and employee experience (EX) software, focusing on creating uncomplicated service software that delivers exceptional experiences.

Company Size: Freshworks has 1,001-5,000 employees, providing a mid-sized company environment with opportunities for growth and collaboration.

Founded: 2010, with headquarters in San Mateo, California, USA

Company Description:

• Freshworks builds enterprise-grade solutions that are powerful, yet easy to use, and quick to deliver results
• The company's people-first approach to AI eliminates friction, making employees more effective and organizations more productive
• Freshworks serves over 72,000 companies worldwide, including industry leaders like Bridgestone, New Balance, Nucor, S&P Global, and Sony Music

Company Specialties:

• Customer Support Software
• Helpdesk
• Web 2.0
• SaaS
• Support Ticket System
• Web-Based Support Ticket System
• CRM
• ITSM
• Applicant Tracking System
• Conversion Optimization Suite

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

ASSUMPTION: Freshworks is a well-established company in the CX and EX software space, with a strong focus on providing exceptional customer and employee experiences.

📊 Role Analysis

Career Level: Senior-level role, ideal for experienced UX writers looking to take on significant ownership and mentor others

Reporting Structure: This role reports directly to the Head of Content or a similar position within the organization

Work Arrangement: On-site, with flexible work arrangements available

Growth Opportunities:

• Mentoring and coaching other writers to develop their skills and advance their careers
• Defining and driving content strategy for the organization
• Potential to expand the role's scope to include leadership responsibilities

ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to make a substantial impact on the company's content strategy and user experience.

🌍 Location & Work Environment

Office Type: Freshworks has multiple offices in India, including Hyderabad, Chennai, and Bengaluru

Office Location(s): 2950 S Delaware St, Suite 201, San Mateo, California, USA; SP Infocity, Block B, 1st Floor, 40, MGR Salai, Perungudi, Chennai, Tamil Nadu, India; 26 Hatton Garden, London, England, UK; 161 Castlereagh St, Level 28, Sydney, New South Wales, Australia; Neue Grünstraße 17, Hof 1, Haus 5, Berlin, Germany; Bennigana Halli Road, Tower B, 5th floor c/o CoWrks New Indiranagar, Swamy Vivekananda Road, Sadanandanagar, Bengaluru, Karnataka, India

Geographic Context:

• Hyderabad, Chennai, and Bengaluru are major tech hubs in India, with a thriving startup ecosystem and numerous opportunities for professional growth
• Freshworks' offices are located in prime business districts, offering convenient access to amenities and public transportation
• The company's global presence allows for collaboration with teams based in various time zones

Work Schedule: Full-time (40 hours/week), with flexible work arrangements available

ASSUMPTION: Freshworks' offices in India provide a dynamic and collaborative work environment, with ample opportunities for professional growth and development.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening with the HR team
• Technical assessment or writing test
• On-site or video interview with the hiring manager and/or team members
• Final decision and offer

Key Assessment Areas:

• Portfolio and writing samples showcasing UX writing and long-form technical documentation skills
• Understanding of SaaS business models and product architectures
• Ability to work independently and manage multiple projects in a fast-paced environment
• Strong communication and collaboration skills

Application Tips:

• Tailor your resume and cover letter to highlight your UX writing and content design experience and skills
• Include a portfolio or writing samples that demonstrate your ability to craft clear, concise, and user-centered content
• Prepare for interview questions that assess your understanding of SaaS concepts, API documentation, and content strategy

ATS Keywords: UX Writing, Content Design, Microcopy, Long-Form Documentation, Information Architecture, Style Guides, Editing, Proofreading, API Documentation, SaaS Concepts, Version Control, Documentation Platforms, Collaboration Tools

ASSUMPTION: Freshworks' application process is designed to assess candidates' technical skills, strategic thinking, and cultural fit for the organization.

🛠️ Tools & Technologies

• Confluence
• ReadMe
• GitBook
• Git
• Jira
• Slack
• Figma
• Miro
• Microsoft Manual of Style (MSTP)
• Google Developer Documentation Style Guide

ASSUMPTION: Freshworks uses a variety of collaboration and documentation tools to facilitate cross-functional teamwork and streamline content development processes.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Accountable
• Passionate

Work Style:

• Dynamic and fast-paced
• Collaborative and cross-functional
• Data-driven and user-focused
• Continuously learning and improving

Self-Assessment Questions:

• Do you have a strong passion for creating clear, concise, and user-centered content?
• Are you comfortable working independently and managing multiple projects in a fast-paced environment?
• Do you thrive in a collaborative, cross-functional work environment?
• Are you committed to continuous learning and improvement in your content creation processes?

ASSUMPTION: Freshworks values candidates who are passionate about creating exceptional user experiences, comfortable working in a dynamic and collaborative environment, and committed to continuous learning and improvement.

⚠️ Potential Challenges

• Managing multiple projects and stakeholders in a fast-paced environment
• Balancing creative and strategic thinking with strong collaboration skills
• Adapting to a dynamic and evolving work environment
• Working effectively with cross-functional teams based in various time zones

ASSUMPTION: These challenges are inherent to a senior-level UX writing role in a fast-growing, global software company like Freshworks.

📈 Similar Roles Comparison

• Compared to other UX writing roles, this position offers significant ownership and mentorship opportunities
• Freshworks' focus on customer and employee experience sets it apart from other software companies in the industry
• This role provides a unique opportunity to shape the product experience and drive content standards for a leading CX and EX software provider

ASSUMPTION: This role offers a unique combination of strategic thinking, mentorship, and content creation opportunities, making it an attractive choice for experienced UX writers looking to advance their careers.

📝 Sample Projects

• Redesigning the user interface and microcopy for a new feature release, improving user adoption and satisfaction
• Developing comprehensive product documentation for a complex enterprise software product, ensuring users can quickly and easily understand and leverage its capabilities
• Creating and maintaining content standards and style guides, ensuring consistency and quality across all user touchpoints

ASSUMPTION: These sample projects illustrate the strategic and creative aspects of the Staff UX Writer role at Freshworks.

❓ Key Questions to Ask During Interview

• Can you describe the content development processes currently in place, and how this role would contribute to their evolution?
• How does the content team collaborate with Product, Engineering, and Design teams to ensure a cohesive user experience?
• What opportunities are there for mentoring and coaching other writers to develop their skills and advance their careers?
• How does Freshworks approach content strategy and standardization, and how would this role contribute to those efforts?
• What is the work environment like, and how does the company support work-life balance for its employees?

ASSUMPTION: These interview questions are designed to assess the strategic and collaborative aspects of the Staff UX Writer role at Freshworks.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your UX writing and content design experience and skills
• Prepare a portfolio or writing samples that demonstrate your ability to craft clear, concise, and user-centered content
• Prepare for interview questions that assess your understanding of SaaS concepts, API documentation, and content strategy
• Follow up with the hiring manager one week after submitting your application to express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.