Job description
We are seeking a proactive and motivated Content Strategist to join a dynamic team, where you will directly shape the support experience for a vast global user base. This role is perfect for someone who blends a passion for innovative products with an unwavering commitment to delivering outstanding user experiences. You will leverage data-driven insights, a start-up mindset, and deep content expertise to craft clear, effective resources that empower users to maximize their engagement with the platform. Your work will be crucial in building content that fuels cutting-edge Generative AI experiences, directly influencing how millions interact with support and discover solutions.
What You’ll Do
- Conduct Root Cause Analyses (RCAs) on user support tickets to pinpoint issues within the support chatbot, including issue replication and debugging, and scope their prevalence and impact using available data tools.
- Resolve identified content issues through strategic updates, prompt engineering, and index patching, iterating continuously to ensure accuracy and quality.
- Triage and escalate issues beyond content, such as retrieval, response generation, or platform bugs, routing them to relevant teams (e.g., Engineering, Support Operations) with clear, well-documented context.
- Thoroughly test and validate the support chatbot to verify issue resolution post-fix, debugging further if problems persist.
- Write, edit, test, and improve online help content and customer support responses, grounded in a robust content strategy.
- Develop and refine content specifically designed to enable advanced Generative AI experiences.
- Apply, maintain, and champion content standards and best practices across the team, ensuring consistency and excellence.
- Utilize data to inform critical content decisions and collaborate with cross-functional teams to continuously enhance support experiences.
- Manage multiple projects simultaneously with meticulous attention to detail, expertly navigating tight and frequently shifting deadlines.
- Collaborate closely with Product, Engineering, and Operations teams to craft effective, empathetic support messaging.
- Raise constructive feedback and process improvement recommendations with associated teams to continuously enhance workflows and tooling.
Must-Have Qualifications
- Bachelor’s degree in English, Communications, or a relevant field (or equivalent international qualification).
- 2+ years of experience in a 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 proven 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.
Nice-to-Have 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.
