Content Strategist

Payrate: $60.00 - $65.00/hr.

Summary: This role is ideal for someone who combines a passion for product with a commitment to outstanding user experiences. You'll use data-driven thinking, a start-up mindset, and deep content expertise to create clear, effective resources that help WhatsApp users get the most out of our platform including content that powers Generative AI.

Responsibilities:

• Find and verify insights: Conduct Root Cause Analyses (RCAs) on user support tickets to identify issues with our support chatbot, including issue replication and debugging. Scope the prevalence and impact of issues using available data tools
• Resolve content issues: Mitigate identified issues through content updates, prompt engineering, and index patching, iterating as needed to ensure accuracy and quality
• Triage and escalate: Where issues fall outside of content such as retrieval, response generation, or platform bugs triage and route to the relevant teams (e.g. Engineering, Support Ops) with clear, well-documented context
• Test and validate: Dogfood the support chatbot to verify issue resolution post-fix, and debug further if issues persist
• Write, edit, test, and improve Help Center articles and customer support responses grounded in content strategy
• Develop and refine content to enable Generative AI experiences
• Apply, maintain, and champion content standards and best practices across the team
• Use data to inform content decisions and partner with cross-functional teams to improve WhatsApp's support experiences
• Manage multiple projects simultaneously with close attention to detail, navigating tight and frequently shifting deadlines
• Collaborate with Product, Engineering, and Operations teams to craft effective, empathetic support messaging
• Raise feedback and process improvement recommendations with associated teams to continuously enhance workflows and tooling

Minimum Qualifications

• Bachelor's degree in English, Communications, or a relevant field (or equivalent international qualification)
• 2+ years of experience in technical writing or content strategy role
• 6+ months of experience writing content for Generative AI
• Demonstrated critical thinking and editorial judgment around complex, sensitive topics, with a track record of managing large AI-enabling content sets
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
• Experience with content management systems (CMS) and project management tools

Preferred Qualifications

• Project management experience, including navigating ambiguity and balancing competing priorities
• Familiarity with data analysis, XML editing, and AI tools
• Experience conducting root cause analysis or debugging user-facing product issues
• Comfort working with basic data querying or scripting tools to scope issue prevalence

Pay Transparency: The typical base pay for this role across the U.S. is: $60.00 - $65.00/hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience.

Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary. You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions. Calls may be recorded. Consent is not a condition of purchasing any property, goods, or services. You may revoke your consent at any time by replying “STOP” to messages or by contacting privacy@aditiconsulting.com. For information about our collection, use, and disclosure of applicant's personal information as well as applicants' rights over their personal information, please see our Privacy Policy.

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Benefits

401(k), Commuter benefits, Disability insurance