Role Overview
As a Content Strategist on the Scaled Help Team, your core mission will be finding, debugging, and fixing the problems that our support chatbot and users face. This is a fast-paced, operationally agile role with an approximate workload split of between Root Cause Analysis (RCA) / technical troubleshooting and Content Writing/Editing.
You will optimize content for Retrieval-Augmented Generation (RAG) AI, build golden datasets for LLM judges, and collaborate heavily with Engineering and Operations to ensure our global users receive accurate, immediate support.
Key Responsibilities
- Conduct Root Cause Analyses (RCAs): Review user support tickets and vendor feedback to identify, replicate, and debug issues with our support chatbot.
- Scope Impact: Use available data tools, basic querying, or scripting to determine the prevalence and impact of user-facing platform or chatbot issues.
- Triage & Escalate: Route technical issues outside of content (e.g., retrieval errors, response generation failures, platform bugs) to Engineering and Support Ops with clear, well-documented context.
- Resolve Content & AI Issues: Mitigate identified issues through content updates, prompt engineering, and index patching, iterating to ensure top-tier accuracy and quality.
- Develop AI Experiences: Write, refine, and optimize help center content specifically structured to enable RAG (Retrieval-Augmented Generation) AI and support chatbot experiences.
- Core Technical Writing: Author, edit, test, and improve customer-facing Help Center articles and support responses grounded in strict content strategy standards.
- Special Projects: Manage automation Proof of Concepts (POCs) and assist in developing golden datasets for LLM judges.
Project Management & Collaboration
- Dogfooding & Validation: Internally test the support chatbot to verify resolutions post-fix, debugging further if issues persist.
- Cross-Functional Partnership: Partner with Product, Engineering, and Operations teams to craft empathetic support messaging and continuously enhance workflows and tooling.
Candidate Requirements
Minimum Qualifications
- Education: Bachelor's degree in English, Communications, Journalism, or a relevant field (or equivalent international qualification).
- Core Experience: 2+ years of experience in a technical writing, content strategy, editorial, or digital marketing role.
- AI Content Experience: 6+ months of experience explicitly writing, editing, or managing content for Generative AI or AI chatbots.
- Product Content: Proven track record of planning and writing online help content and customer support responses for mobile apps and/or social media platforms.
- Tooling: Experience utilizing Content Management Systems (CMS) and project management tools (e.g., Jira).
Preferred Qualifications & Backgrounds
- Experience working at major tech environments
- Background in Journalism/Media (strong editorial judgment around complex/sensitive topics) or Digital Marketing (managing rapid, varied deadlines).
- Familiarity with data analysis, XML editing, and basic data querying or scripting tools.
- Direct experience working alongside engineering teams to debug user-facing product issues.
