[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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