Jessie Couberly

About Jessie Couberly

With over 7 years of experience in UX Writing and Content Design, I deliver content that helps customers find the support they need. At Wish, I support merchandising efforts with on-brand copy, develop strategic in-app content, and develop conversational strategies for our automated customer support bot, Wish Assistant. I collaborate with cross-functional teams and use my skills in Figma, instructional design, and content testing to deliver scalable and effective content solutions. My content has contributed to reducing refund rates by 99%, increasing GMV by 35%, and increasing customer approval ratings by 40%. I am passionate about creating engaging microcopy, user-friendly knowledge bases, helpful chatbots, and customer service communications that enhance your customer\'s experience and loyalty.

Experience

1. User Experience Writer

   Wish

   Aug 2021 — Present · San Francisco, CA, US

   AI design - Managed content and designed end-to-end flows for the automated customer support chat bot, Wish Assistant, reducing refund rates by 99% YoY- Microcopy - Partnered with merchandising, legal, marketing, and localization teams to develop and deploy on-brand content for the Wish shopping app, resulting in an increase in GMV by 35%- Content optimization - Audited the Help Center’s library of articles, resulting in a 90% increase in viewership & searches year over year- Content writing - Wrote help center articles, emails, and in-app notifications, resulting in the increase of overall customer approval rating by 40%.

Education

• San Francisco State University

  Bachelors of Science, Apparel Design and Merchandising

  2010 — 2013