Service Communications Manager - Content Design

We are seeking a Service Communications Manager with strong marketing copywriting expertise to help shape and scale customer-facing communications for a rapidly growing mobility platform. This role partners closely with senior communications leadership to develop clear, compelling messaging that supports service expansion, product launches, and evolving customer experiences.

The ideal candidate blends exceptional writing skills with strong project management and cross-functional collaboration, ensuring brand voice consistency across a complex and fast-moving environment.

Duration: 12 months
Hours: Full-time, ~40 hours/week (Monday-Friday, 8:00am-5:00pm)
Location: Hybrid; 3 days onsite in Foster City (Bayside), 2 days remote

Responsibilities

• Write and edit high-quality, on-brand marketing copy for customer-facing channels, including website content, emails, service updates, and support materials
• Support the adaptation and localization of communications as services expand into new markets
• Track product and service developments across cross-functional teams to ensure messaging reflects current features and milestones
• Build and maintain communications playbooks to support launches, expansions, and operational readiness
• Manage and update the external messaging ecosystem, ensuring all customer communications remain accurate and aligned
• Partner with internal stakeholders to bridge communication gaps and ensure cohesive messaging across teams
• Maintain project trackers and support reporting for team updates and communication planning
• Contribute to brand voice development, documentation, and scalable communication frameworks
• Support creative initiatives including naming conventions for products, features, and service elements

Requirements

• 4-8 years of experience in communications, marketing copywriting, or related roles within the technology sector
• Strong portfolio of customer-facing content across digital platforms (web, email, support content, etc.)
• Exceptional attention to detail and organizational skills
• Ability to manage multiple projects and deadlines simultaneously
• Comfortable navigating ambiguity and adapting quickly in fast-paced environments
• Experience developing communication strategies, playbooks, or scalable messaging frameworks

Skills

• Advanced Marketing Copywriting Expertise - Proven ability to create clear, engaging, customer-facing content across multiple channels with a consistent brand voice
• Cross-Functional Communication & Partnering - Demonstrated success collaborating with Product, Marketing, Operations, and Support teams to develop aligned messaging
• Project Management in Complex Environments - Ability to track evolving product/service developments and translate them into timely, accurate communications

Preferred Qualifications

• Experience supporting market expansions or new city/service launches
• Background in product marketing or product content design
• Exposure to transportation, mobility, or app-based services
• Experience developing customer support scripts or operational FAQs
• Familiarity with AI tools to improve content workflows
• Bachelor's degree or equivalent experience

Benefits

• Eligibility for Minimum Essential Coverage (MEC) medical plan
• Dental, vision, and term life insurance package
• Discount prescription program
• Critical illness and accident insurance
• Tele-behavioral health services
• 401(k) plan
• Sick leave (where applicable by state or city law)

In this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This role requires you to work closely with other individuals in a collaborative team environment.