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Content Strategist
Full-time
We’re partnering with a globally recognised messaging platform that connects billions of people across the world — and they’re only just getting started.
They are now looking to hire a
proactive and detail\-oriented Content Strategist
to join a fast\-growing team focused on shaping best\-in\-class support experiences for a global user base.
This is an exciting opportunity for someone who blends
product thinking, data\-driven decision making, and content expertise
, with a strong interest in
Generative AI
and emerging technologies.
In this role, you’ll play a key part in improving how users interact with support systems — particularly AI\-powered chatbots — ensuring content is clear, accurate, and genuinely helpful.
You’ll work cross\-functionally with Product, Engineering, and Operations teams, using insights and experimentation to continuously optimise the support journey.
Key Responsibilities
Analyse user support tickets to identify trends and conduct
Root Cause Analyses (RCA)
, including replicating and debugging issues
Use data insights to assess the scale and impact of content\-related problems
Resolve issues through
content updates, prompt engineering, and iterative improvements
Triage and escalate non\-content issues (e.g. platform bugs, retrieval issues) to relevant teams with clear documentation
Test and validate fixes by actively using (and stress\-testing) the support chatbot
Write, edit, and optimise
Help Centre content and customer support responses
Contribute to the development of content that powers
Generative AI experiences
Maintain and champion content standards, ensuring consistency and quality across outputs
Manage multiple projects in a fast\-paced environment with shifting priorities
Collaborate closely with cross\-functional stakeholders to deliver clear, empathetic support content
Provide feedback and recom
