Content Strategist III

We are seeking a proactive and detail-oriented Content Strategist to help shape and improve the support experience for a global user base. This role is ideal for someone who combines a passion for technology and user experience with strong content strategy and technical writing skills.

The successful candidate will leverage data-driven insights, content expertise, and cross-functional collaboration to create, optimize, and maintain support content that enhances customer experiences and powers Generative AI solutions.

• Conduct Root Cause Analyses (RCAs) on customer support tickets to identify content gaps, chatbot issues, and user experience challenges.
• Replicate and debug reported issues to determine underlying causes.
• Assess the prevalence and impact of identified issues using available data and reporting tools.
• Resolve content-related issues through content updates, prompt engineering, and knowledge base/index improvements.
• Continuously iterate on solutions to improve content quality, accuracy, and effectiveness.

• Triage issues that fall outside content ownership, including platform bugs, retrieval issues, or response-generation challenges.
• Escalate issues to appropriate teams such as Engineering, Product, or Operations with clear documentation and supporting context.
• Collaborate closely with stakeholders to improve support workflows, tooling, and customer experiences.

• Write, edit, test, and maintain Help Center articles, support documentation, and customer support responses.
• Develop and optimize content that supports Generative AI and conversational experiences.
• Ensure all content aligns with established content standards, style guides, and best practices.
• Create clear, accurate, and user-friendly support materials for web, mobile, and digital products.

• Test support chatbot experiences to validate issue resolution and content effectiveness.
• Perform ongoing quality checks and debugging when issues persist after implementation.
• Monitor content performance and recommend improvements based on user feedback and analytics.

• Manage multiple content initiatives simultaneously while maintaining high attention to detail.
• Adapt effectively to changing priorities, deadlines, and business requirements.
• Drive continuous improvement through process optimization and strategic recommendations.

• Bachelor's degree in English, Communications, Journalism, Technical Writing, or a related field (or equivalent experience).
• 2+ years of experience in Content Strategy, Technical Writing, Content Design, or a related discipline.
• Minimum 6 months of experience creating content for Generative AI applications.
• Strong editorial judgment and critical thinking skills, particularly when handling complex or sensitive content.
• Proven experience writing online help documentation, knowledge base content, and customer support materials.
• Experience supporting consumer-facing mobile applications, digital products, or social platforms.
• Familiarity with Content Management Systems (CMS) and project management tools.
• Excellent written communication, organization, and stakeholder management skills.

• Experience managing projects and working effectively in ambiguous, fast-paced environments.
• Knowledge of Generative AI technologies, prompt engineering, and AI-powered support systems.
• Familiarity with data analysis, XML editing, and AI content workflows.
• Experience conducting root cause analysis, troubleshooting, or debugging customer-facing product issues.
• Working knowledge of data querying, reporting, or scripting tools used to analyze issue prevalence and trends.
• Experience collaborating with Product, Engineering, Operations, and Support teams.

• Content Strategy
• Technical Writing
• Customer Support Content
• Generative AI Content Development
• Prompt Engineering
• Root Cause Analysis (RCA)
• Knowledge Base Management
• Content Operations
• Data Analysis
• Stakeholder Management
• Cross-Functional Collaboration
• Quality Assurance & Testing
• Project Management
• CMS Platforms