Content Strategist

Responsibilities

• Partner with cross functional teams to scope support content needs for upcoming feature and product launches, and build a content plan mapped to launch timelines.
• Audit and identify gaps: Assess existing content against each launch, identify what is missing or needs updating, and prioritize the work required to be support-ready by go-live.
• Create Help Center articles, chatbot content, and customer support responses grounded in content strategy — including content that powers Generative AI — ahead of launch.
• Handle confidential, pre-launch content: Draft and stage content in draft mode for launches that cannot be published until go-live due to confidentiality.
• Test and validate: Dogfood pre-launch features and the support chatbot to confirm content and responses are accurate before launch, iterating as needed.
• Track readiness and flag risk: Manage content through the Launch Readiness master and child task process, surfacing risks to launch timelines early with clear, well-documented context.
• Care for localization: Work with Localization to ensure launch content is ready across markets and within turnaround times.
• Ensure day-one readiness: Make sure support content is live and accurate across all user entry points at launch.
• Manage multiple concurrent launches with close attention to detail, navigating tight and frequently shifting deadlines.
• Raise feedback and process improvement recommendations with associated teams to continuously enhance launch readiness workflows and tooling.

Requirements

• 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, and often confidential topics, with a track record of delivering content sets to fixed deadlines
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
• Experience working to launch or go-live dates and coordinating with cross-functional partners to deliver on a shared timeline
• Experience with content management systems (CMS) and project management tools

Qualifications

• Minimum 6+ months of experience writing content for Generative AI
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps

Skills

• Data analysis
• XML editing
• AI tools

Benefits

• Flexible remote work location

Pay

• Competitive salary based on experience and qualifications

Schedule

• Full-time