Scaled Help Strategist

WhatsApp is the world's fastest growing communication company with over 1 billion active users globally. We help bring friends, families, communities, sport groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for proactive and driven people to join our team.We need people with an interest for both the product and a high quality user experience - those who constantly look for solutions to problems and evaluate ways to be more efficient and effective. We are a team that thrives on people identifying ways they can contribute to get the job done. Our collective unique backgrounds and strengths help us to reach team goals. Using your start-up approach and your experience with smartphones, you will help support and test awesome features used by millions of current WhatsApp users.

Scaled Help Strategist Responsibilities:

• Draft, edit, test and improve Help Center articles and customer support responses based on content strategy
• Draft, edit, test and improve content to enable Generative AI
• Apply, maintain, and evangelize content standards and best practices
• Use data to make content decisions and influence partners to improve WhatsApp's support experiences and troubleshoot known issues
• Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
• Test products to build a source of truth from technical subject matter experts, translating knowledge into clear, concise, structured documentation
• Collaborate with the product and operations teams to author clear, effective and empathetic support messaging

• Bachelor's degree
• 5+ years working in a technical drafting or content strategy role
• 6+ months experience working in content drafting for Generative AI and/or LLMs
• Demonstrated critical thinking skills and track record of editorial judgment around complex and sensitive topics to manage large content sets that enable Generative AI
• Demonstrated experience planning and drafting online help content and customer support responses for social media platforms and/or mobile apps
• Experience with content management systems (CMS)
• Experience with project management tools

• Project management experience, working through ambiguity and managing competing priorities
• Knowledgeable in data analysis, editing XML and using AI tools
• Experience working with and drafting content for LLMs