Content Writer - PG

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

 

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

JD - Content / Sr Content Writer

 

About the Role:

We are seeking a dynamic and experienced Content Writer for the Customer Experience organization. The content writer plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the writer spans all formats of support content.

Key Responsibilities:

Content Strategy and Execution:

• Be the POC for the business unit, align and deliver top quality content to fulfill the org goals
• Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
• Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
• Create content designed for customer education, helping users understand and maximize the value of products and services

Stakeholder Management:

• Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
• Manage expectations and communicate effectively with leadership and stakeholders.

Customer-Centric Approach:

• Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
• Advocate for the customers’ perspective in all content decisions.

Data-Driven Decision Making:

• Analyze content performance metrics to identify trends and areas for improvement.
• Use data insights to refine strategies and address problem statements effectively.

Required Qualifications:

• Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment.
• Strong understanding of content management systems (CMS) and tools.
• Analytical skills with the ability to interpret data and identify actionable insights.
• Exceptional communication and stakeholder management skills.
• Experience working in a horizontal or matrixed organizational structure.
• Familiarity with customer support tools and platforms.

- 5 days working ( Onsite)

- Location - Bangalore

 

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

 

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity,  ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of  gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

Read more about PhonePe on our blog.

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