Customer Comms Specialist 1

We Are Rosie • Atlanta, GA

1d • Hybrid

About The Position

Words matter most when things go wrong. This contract role sits at the intersection of customer empathy, operational precision, and brand stewardship — and it’s one of the most impactful communications jobs in travel right now. Our confidential airline partner is building a new customer messaging platform for operational disruption communications (IROP), and they’re looking for two strategic, detail-oriented content specialists to help shape how the airline talks to customers during delays, cancellations, rebooking, and other high-stakes moments. If you’re a writer who loves making complex situations feel simple and human — and you thrive in cross-functional, fast-moving environments — this one’s for you.

Requirements

• 2–5 years of experience in content writing, UX writing, communications, or a related field.
• Strong writing and editing skills with a genuinely customer-centric mindset — you write for the person reading, not the person approving.
• Ability to translate complex, fast-moving operational situations into simple, clear, and empathetic messages.
• High attention to detail and strong organizational skills; you can manage multiple content streams without dropping a thread.
• Experience working cross-functionally in fast-paced, high-stakes environments.

Nice To Haves

• Experience in aviation, transportation, travel, or emergency communications.
• Familiarity with message automation platforms, content management systems, or workflow tools.
• Knowledge of customer experience principles and/or crisis communication best practices.
• Comfort working with data and using performance insights to sharpen communication strategy.

Responsibilities

• Write, edit, and maintain customer-facing message templates for operational disruptions — delays, cancellations, rebooking, baggage issues, and more.
• Tailor messages for different operational scenarios, customer segments, and channels (SMS, email, app push notifications, etc.).
• Ensure all content reflects the airline’s brand voice and strikes the right balance of empathy, clarity, and actionable information.
• Own the governance process for disruption communications, including content approval workflows, version control, and periodic content reviews.
• Develop and maintain content standards, messaging frameworks, tone guidelines, and escalation procedures.
• Conduct regular audits of message performance and quality, recommending improvements based on data and stakeholder feedback.
• Work closely with Operations Control, Airports, Digital Product, Customer Experience, and Service Recovery teams to ensure aligned, accurate, and timely messaging.
• Partner with Legal and Corporate Communications to ensure compliance with regulatory requirements and brand standards.
• Train internal teams on message best practices and governance processes, building capability that lasts beyond the engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed