Contract, UX Writer

About Customer.io

Over 7,500 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About you

You're a systems-minded writer who brings clarity to complexity. You have a sharp eye for detail, a passion for consistency, and the ability to transform technical design decisions into clear, actionable guidance. You're energized by creating documentation that empowers teams, and you understand that great design systems need great content. Whether it's defining when to use a button versus a link, or establishing tone for error messages, you bring precision, empathy, and craft to everything you write.

What you'll do

• Audit and document 50+ design system components, creating comprehensive guidelines for usage, anatomy, behavior, accessibility, and content.
• Establish voice, tone, and content standards for component documentation—creating templates and patterns that scale across the system.
• Collaborate with the Design Systems Lead to prioritize components, understand design decisions, and ensure guidelines reflect real-world usage.
• Define and document content patterns for common UI scenarios (error states, empty states, CTAs, validation messages, etc.).
• Create before/after examples that demonstrate best practices and common pitfalls for each component.
• Work cross-functionally with Product and Engineering to ensure guidelines are practical, implementable, and aligned with how teams actually build.
• Improve discoverability and organization of design system documentation in Figma and Notion.

What we're looking for

• 3+ years of UX writing experience, with at least one project involving design systems, component libraries, or technical documentation.
• Proven ability to write clear, concise guidelines that balance technical accuracy with practical usability.
• Strong portfolio demonstrating component documentation, UI content, or similar systems-level writing work.
• Experience with Figma and comfort navigating design files, understanding component structure, and collaborating with designers.
• Familiarity with accessibility standards (WCAG) and inclusive design principles.
• Exceptional organizational skills and attention to detail—you're energized by creating order and consistency.
• Comfort working independently in a remote-first, async-friendly environment with some overlap for collaboration.
• A pragmatic communicator who asks great questions, gives clear rationale for decisions, and values feedback.

Compensation Benefits

We believe in transparency. Starting agreement for this role is $60/hr-$70/hr USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

1. 30-minute phone call with a Recruiter

2. 60-minute video call with the Hiring Manager

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.