Content Strategist – Generative AI & User Support

About this role

Position Overview

We're looking for a passionate and resourceful Content Strategist who thrives at the intersection of product innovation and user experience. This role is ideal for someone with a start-up mindset, a deep understanding of mobile platforms, and a drive to improve support content that reaches millions of users. You'll play a key role in shaping Help Center articles, customer support messaging, and content that powers Generative AI systems—all while collaborating with cross-functional teams to deliver clear, empathetic, and effective communication.

Key Responsibilities

• Write, edit, test, and optimize Help Center articles and customer support responses in alignment with content strategy
• Develop and refine content that enables Generative AI systems to deliver accurate and helpful responses
• Apply and maintain content standards and best practices across all support channels
• Leverage data to inform content decisions, troubleshoot known issues, and influence partner teams to improve user experience
• Manage multiple content projects simultaneously while meeting tight and frequently shifting deadlines
• Test products and collaborate with subject-matter experts to translate technical knowledge into clear, structured documentation
• Partner with product and operations teams to craft support messaging that is clear, effective, and empathetic

Minimum Qualifications

• Bachelor's degree in English or a related field from an accredited U.S. institution (or equivalent international degree)
• 2+ years of experience in technical writing or content strategy
• At least 6 months of experience writing content for Generative AI applications
• Strong editorial judgment and critical thinking skills, especially around complex or sensitive topics
• Proven ability to plan and author online help content and support messaging for mobile apps or social media platforms
• Experience working with content management systems (CMS)
• Familiarity with project mana...