Note: The job is a remote job and is open to candidates in USA. Aditi Consulting is seeking a Content Strategist who is passionate about product and user experiences. The role involves using data-driven thinking to create effective resources for WhatsApp users, including content for Generative AI, while collaborating with cross-functional teams to enhance support experiences.

Responsibilities

• Find and verify insights: Conduct Root Cause Analyses (RCAs) on user support tickets to identify issues with our support chatbot, including issue replication and debugging. Scope the prevalence and impact of issues using available data tools
• Resolve content issues: Mitigate identified issues through content updates, prompt engineering, and index patching, iterating as needed to ensure accuracy and quality
• Triage and escalate: Where issues fall outside of content such as retrieval, response generation, or platform bugs triage and route to the relevant teams (e.g. Engineering, Support Ops) with clear, well-documented context
• Test and validate: Dogfood the support chatbot to verify issue resolution post-fix, and debug further if issues persist
• Write, edit, test, and improve Help Center articles and customer support responses grounded in content strategy
• Develop and refine content to enable Generative AI experiences
• Apply, maintain, and champion content standards and best practices across the team
• Use data to inform content decisions and partner with cross-functional teams to improve WhatsApp's support experiences
• Manage multiple projects simultaneously with close attention to detail, navigating tight and frequently shifting deadlines
• Collaborate with Product, Engineering, and Operations teams to craft effective, empathetic support messaging
• Raise feedback and process improvement recommendations with associated teams to continuously enhance workflows and tooling

Skills

• Bachelor's degree in English, Communications, or a relevant field (or equivalent international qualification)
• 2+ years of experience in technical writing or content strategy role
• 6+ months of experience writing content for Generative AI
• Demonstrated critical thinking and editorial judgment around complex, sensitive topics, with a track record of managing large AI-enabling content sets
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
• Experience with content management systems (CMS) and project management tools
• Project management experience, including navigating ambiguity and balancing competing priorities
• Familiarity with data analysis, XML editing, and AI tools
• Experience conducting root cause analysis or debugging user-facing product issues
• Comfort working with basic data querying or scripting tools to scope issue prevalence

Benefits

• Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.
• Full-time employees are eligible to select from different benefits packages.
• Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus.
• Sick leave and mobile phone reimbursement provided based on state or local law.

Company Overview

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