[Remote] Content Strategist III
Note: The job is a remote job and is open to candidates in USA. Meta Platforms, Inc. is seeking a proactive and detail-oriented Content Strategist to enhance the support experience for a global user base. The role involves leveraging data-driven insights and content expertise to create and optimize support content that improves customer experiences and powers Generative AI solutions.
Responsibilities
- 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
Skills
- 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
Company Overview
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