Content Strategist III

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.