Sofia Sol Paolini

Hello! I'm a Content Specialist focused on UX Writing, conversational design, and humanizing digital products. My work lies at the intersection of Product, CX, Legal, and UX, where words cease to be mere decoration and become part of the architecture people use every day.

What I do:

UX Writing and microcopy → onboarding, errors, empty states, notifications, transactional emails. Messages that reduce anxiety instead of just informing.

Conversational design → bot and chatbot flows for WhatsApp, app, or web. Decision trees, fallbacks, handoffs to human agents.

Content systems → voice and tone guides, style manuals, glossaries, scalable FAQs, AI-parsable knowledge bases.

Content for AI → system prompts, conversational use case mapping, humanizing LLM output (Agentforce, Gemini, GPT). Ensuring AI doesn't sound like a form.

Emotion-centered CX strategy → support frameworks based on user emotional state. Reducing legal risk without losing warmth.

A bit of experience:

In recent years, I worked within the Customer Experience department of a leading fintech company with millions of users, leading cross-functional content initiatives:

- Unified guidelines system for 5 customer support channels.

- Co-leadership of the department's Human Experience Playbook (38 pages adopted as standard).

- Content design for two AI agents in production.

- Cross-functional coordination.

I'm interested in projects where content needs to scale with clear guidelines, AI that doesn't sound robotic, and teams that share criteria without relying on a single person.

How I work: I work with clear deliverables, an agreed-upon timeline, and document everything so your team becomes autonomous when the project ends. I'm direct: if something isn't clear, I ask; if something isn't beneficial, I say so upfront.

Languages: Spanish (native) or English (intermediate)

Let's talk!