Job description
Job Title: Content Strategist III
Location: Remote - USA (Indianapolis, IN option)
Duration: Contract - 12 months
Pay Range: $51/hr - $55/hr (W2)
Job Description: We are seeking a Content Strategist to join our dynamic team supporting WhatsApp. The ideal candidate will have strong experience in technical writing, content strategy, and support content operations and a proven ability to analyze root causes, improve chatbot and Help Center content, and enable Generative AI-driven support experiences.
Responsibilities
- Conduct Root Cause Analyses on user support tickets to identify chatbot issues, including replication and debugging, and assess prevalence and impact using data tools.
- Mitigate identified issues through content updates, prompt engineering, and index patching, iterating to ensure accuracy and quality.
- Triage non-content issues such as retrieval, response generation, or platform bugs and route to relevant teams with clear documentation.
- Test and validate the support chatbot to verify resolution post-fix and perform additional debugging as needed.
- Write, edit, test, and improve Help Center articles and customer support responses grounded in content strategy.
- Develop and refine content that enables Generative AI experiences.
- Apply, maintain, and champion content standards and best practices across the team.
- Use data to inform content decisions and partner cross-functionally to improve support experiences.
- Manage multiple projects with attention to detail under tight and shifting deadlines.
- Collaborate with Product, Engineering, and Operations to craft effective and empathetic support messaging.
- Raise feedback and process improvement recommendations to enhance workflows and tooling.
Required Skills & 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 on complex or sensitive topics, including management of large AI-enabling content sets.
- Proven ability to plan and write online help content and customer support responses for social platforms and/or mobile apps.
- Experience with content management systems and project management tools.
Preferred Skills
- Project management experience with ambiguity and competing priorities.
- Familiarity with data analysis, XML editing, and AI tools.
- Experience conducting root cause analysis or debugging user-facing product issues.
- Comfort with basic data querying or scripting tools to scope issue prevalence.
