Content Strategist

Overview

We are seeking a Content Strategist for a 4-month contract to join our client on a fully remote basis. This position suits someone passionate about product development and dedicated to delivering exceptional user experiences. Leveraging data-driven approaches, a startup-oriented mindset, and extensive content expertise, you will create clear, effective materials that assist users in maximizing their engagement with our platform, particularly content supporting Generative AI functionalities.

Key Responsibilities

• Investigate and confirm insights by performing Root Cause Analyses on user support tickets to detect chatbot-related issues, including reproducing and debugging problems.
• Evaluate the extent and impact of identified issues using data analytics tools.
• Address content-related problems through updates, prompt engineering, and index adjustments, iterating to ensure precision and quality.
• Escalate non-content concerns such as retrieval, response generation, or software defects to appropriate teams (e.g., Engineering, Support Operations) with thorough documentation.
• Test and validate the chatbot by internally using it post-fixes, continuing debugging if challenges remain.
• Create, revise, test, and enhance Help Center documentation and customer support communications based on content strategy principles.
• Develop and improve content to support Generative AI experiences.
• Maintain and advocate for content standards and best practices throughout the team.
• Utilize data insights to guide content decisions and collaborate across Product, Engineering, and Operations to optimize support experiences.
• Handle multiple projects simultaneously with a strong focus on detail and the ability to adapt to tight and dynamic deadlines.
• Work closely with cross-functional groups to develop empathetic and effective support messaging.
• Provide feedback and recommend process enhancements to involved teams to improve workflows and tools continually.

Qualifications

• Bachelor's degree in English, Communications, or a related discipline, or an international equivalent.
• Minimum of two years' experience in technical writing or content strategy roles.
• At least six months' experience producing content specifically for Generative AI applications.
• Proven critical thinking and editorial judgement on complex and sensitive subjects, including managing substantial AI-focused content repositories.
• Demonstrated capability in planning and authoring online help materials and customer support content.