Job Summary:

As the Customer Experience Copy Specialist on the Digital Experience team, you'll be responsible for writing content within our customer service macros, knowledge base (Help Center), outbound emails, and UI copy for the website and mobile app.

We're looking for someone with a knack for translating complicated tasks into clear, easy-to-understand steps that anyone can follow.

The Customer Experience Copy Specialist will be working collaboratively and cross-functionally with Subject Matter Experts, Project Managers, Product Managers, UX Designers, and Digital Product Owners to create consistent, effective, customer-facing communications

Job Expectations:

Be the primary source of all written content within iHerb’s knowledge base (Help Center), customer service macros, transactional and outbound emails, landing pages, and UI copy.
Work across multiple teams to evangelize UX copy best practices and ensure brand voice is consistent through multiple channels.
Support other CX and UX copy requests as needed for other teams.
Partner with Customer Experience, Customer Service, Global Logistics, and Operations teams to understand common support issues and address them in our content.
Be a Subject Matter Expert (SME) on the iHerb writing style, and brand voice and tone.
Work under tight deadlines, manage blockers and progress with key stakeholders, and display a strong attention to detail.
Optimize positive scripting strategies to decrease customer contacts and ticket resolution times, and increase self-service rate and customer satisfaction.
Be an autonomous self-starter who can manage multiple projects and priorities simultaneously.
Ensure all external-facing content accurately follows internal standard operating procedures, and speaks to customers in plain language

Knowledge, Skills and Abilities:

Required:

2+ years of experience writing, editing, and developing content for web and mobile experiences. Preferably in ecommerce, customer care, or related fields.
Experience with HTML and CMS, a plus.
Passionate about building a best-in-class customer experience.
Highly adaptable in a fast-paced environment, and comfortable with ambiguity and changing priorities.
Strong interest or background in UX writing or technical writing.
Able to listen, accept feedback, and thoughtfully defend copy decisions when necessary.
Demonstrated project management, negotiation, and problem-solving skills.
Ability to write clear, concise, and helpful content.

Equipment Knowledge:

Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
Zendesk reporting a plus
Experience with Jira and Asana project management software.

Experience Requirements:

Generally requires, two (2) - four (4) years of experience with writing educational materials, trouble-shooting guides, customer service macros, knowledge base (Help Center) or other related content
Knowledge of international customer service is a plus

Education Requirements:

Bachelor’s Degree in Marketing or related field preferred, or a combination of education and equivalent work experience.

#LI-ME1

Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 30,000 products, from over 1,200 brands direct to our customers in 185+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

Apply for this Job

* Required

First Name

Last Name

Phone

Location (City)

Resume/CV

Attach Dropbox Google Drive Paste

Cover Letter

Attach Dropbox Google Drive Paste

Are you currently an iHerb Core Team Member?

If you answered "Yes" that you are currently an iHerb core team member, what is your Employee ID? (say N/A if you are not currently an iHerb core team member)

Have you previously been employed by iHerb as a Core Team Member?

Do you have any relatives currently working at iHerb?

If "Yes", please provide the name(s) of iHerb employee(s) you are related to. If "No", you can say N/A.

How did you first hear about this position?

Were you referred to this position by a current iHerb employee? If "Yes", please note that person's name below. If "No", you can say N/A.

Are you currently, or have you ever been yourself or related related by blood, marriage or adoption to any officer, director or employee of PricewaterhouseCoopers (PwC) or any of its subsidiaries or affiliates (Price Waterhouse or Coopers & Lybrand)?

Are you engaged in any business activities that would be in direct conflict with iHerb's business or customers?

If "Yes" list business activities here. If "No", you can say N/A.

Are you 18 or older?

Please select the country of the position you are applying to.

Are you legally authorized to work in the country where this job is located? Proof of legal authorization to work in-country will be required upon employment.

Will you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status; Transfer of Sponsorship, etc.) to work legally in the country where this job is located?

What are your compensation expectations (gross) for the position you have applied for today? (enter numbers only)

LinkedIn Profile

Careers Privacy Statement

iHerb, LLC. and its subsidiaries, including iHerb Netherlands B.V. (collectively, "iHerb") collects personal information from you as part of its job application and recruitment process. The entity that is responsible for this information is the iHerb entity for which you apply for a job. The personal information you provide on this form will be used by iHerb to process your application and manage career opportunities at iHerb. This information also will be shared with our service providers who perform recruitment services on our behalf, including our service provider who operates this careers site on our behalf. For more information about our use of your personal information and the rights available to you under applicable law, please see our Careers Privacy Notice.

Employment Application - Certification

I certify that all responses and attachments herein are true and complete to the best of my knowledge. I authorize the investigation of all statements and attachments in the application for employment, as may be necessary in arriving at an employment decision. In the event of employment, it is understood that false or misleading information given or attached in my application or interview(s) may result in discharge.

By typing my name below, I understand I am electronically signing the application and that this is a legal representation of my signature.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in iHerb’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

Autism
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
Blind or low vision
Cancer
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or hard of hearing
Depression or anxiety
Diabetes
Epilepsy
Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
Intellectual disability
Missing limbs or partially missing limbs
Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status

¹Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Customer Experience Copywriter

Apply for this Job

Voluntary Self-Identification

Voluntary Self-Identification of Disability