Job description
We are hiring a Content Strategist for 4 months to join our client. The role is fully remote. 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 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 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 track record of managing large AI-enabling content sets
- Proven ability to plan and write online help content and customer support
