Note: The job is a remote job and is open to candidates in USA. itD is a consulting and software development company seeking a Content Strategist III to enhance the support experience for WhatsApp users globally. The role involves driving content strategy initiatives, optimizing AI-powered content, and improving chatbot performance through data-driven analysis and content refinement.

Responsibilities

• Conduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causes
• Analyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvements
• Resolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiences
• Triage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentation
• Test and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experience
• Write, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practices
• Collaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support content
• Apply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiences
• Manage multiple projects simultaneously while balancing competing priorities and adapting to evolving business needs
• Identify workflow improvements and provide recommendations to enhance content processes, tooling, and operational efficiency
• Attend regular internal practice community meetings
• Collaborate with your itD practice team on industry thought leadership
• Complete client case studies and learning material (blogs, media material)
• Build out material to contribute to the Digital Transformation practice
• Attend internal itD networking events (in person and virtual)
• Work with leadership on career fast-track opportunities

Skills

• Bachelor's degree in English, Communications, or a related field (or equivalent international qualification)
• 2+ years of experience in content strategy, technical writing, or related content-focused roles
• 6+ months of experience developing content for Generative AI applications
• Experience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platforms
• Demonstrated ability to evaluate complex content issues and exercise strong editorial judgment
• Experience with Content Management Systems (CMS)
• Experience using project management tools to manage deliverables and deadlines
• Strong written communication, content development, and editing skills
• Ability to conduct root cause analysis and troubleshoot content-related user experience issues
• Experience managing projects in fast-paced, ambiguous environments
• Familiarity with data analysis and reporting tools
• Experience with XML editing
• Experience working with AI tools and prompt engineering techniques
• Experience debugging user-facing product issues
• Basic experience with data querying, scripting, or analytical tools to assess issue impact and prevalence
• Experience supporting AI-powered customer support platforms or chatbot experiences

Benefits

• Comprehensive medical benefits
• A 401k plan
• Paid holidays
• Medical, dental, vision, life insurance
• Paid holidays
• 401K + matching
• Networking & career learning and development programs

Company Overview