Deskpro is hiringUX Writer & Localisation Manager

Deskpro is a helpdesk software platform that organisations use to communicate better with their customers. Our platform provides them with a whole host of tools and features to improve their teams productivity and customer satisfaction.

The UX Writer / Localisation Manager is a new role at Deskpro. Currently, our product language (in English) has no single owner, with design, product, and engineering all impacting it - but no one to take full control. We want to change this with a single person to manage the language files, improve what we already have (a big project in itself) and build a process for how we add/change language as we continue to ship product features and changes.

This role is combined with a localisation manager role. We have recently started outsourcing the translation of our product to agencies or individual translators (previously, this was often done by engaged customers) and want someone to manage this process; but to go much further; working with the product team to improve the localisation of the core product.

We expect the role will over time interact more deeply with marketing as we move from improving the product in non-English languages to looking to grow and expand in those regions.

Deskpro is used in other 50 countries around the world, but the experience for both English and non-English speakers could be drastically improved with a focus on in-product language content. We are looking for someone to come and make this a reality.

What will you be doing?

• Refactor the English phrases in product; this represents over 10,000 phrases that need review for quality & uniqueness.
• Propose improvements to the use of language to developers, e.g. duplicate phrases that can be replaced with variables; phrases that don’t handle plurality well, phrases that need to be better structured for translation etc.
• Build the context for each phrase required for translators, including screenshots of the use of phrases in-product.
• Build a translation style guide to help translators create high quality translations of the product.
• Manage agency or individual translator engagements for product translation on a project basis (as we add a new language) and on an ongoing basis as new phrases are added.
• Build a pipeline for phrase management from design (in figma) through to shipping features to ensure translations are kept up to date.
• Research and propose product improvements to enable deeper localisation.
• Work with the marketing team or other stakeholders to help position Deskpro as a supplier of choice in non English speaking markets.

• Experience as a localisation manager
• Experience improving the language content of a software product
• Able to take responsibility and ownership over language used in product
• Not phased by searching source code to find the use of a phrase key; understand the technical elements of language translation.
• Understand the software development lifecycle, can work with designers, product managers and developers to ensure language and localisation is considered at all steps of development.
• Can rapidly understand/learn a large product to be able to have the judgement to iterate on language content.
• Able to work collaboratively with partners to build and maintain language packs at high quality.

• Competitive Salary
• Role can be remote, in-office or hybrid.
• We are a friendly startup-team based in central Wimbledon with fantastic transport links (train, District and Northern line tubes, buses, trams), all within 3 minutes walk.
• 25 days holiday plus UK Bank Holidays.
• BUPA Private Healthcare & Cash Scheme, Pension Scheme, Bike storage, Season ticket loans, Reduced gym membership, Cycle to Work, Free Phone SIM (unlimited calls, data etc).
• Laptop & 2 x 4k Monitors, ergonomic chair & sit-stand desks as standard.
• Monthly team socials and Xmas & Summer Parties.
• Personal budget for training and growth.
• A chance to be truly invested in a growing software company, with generous share options.
• Lovely bespoke offices, BBQs in the summer, Monday team breakfasts and Friday lunches. Unlimited coffee, tea, soft drinks and snacks with beers for Friday afternoon.