6 month contract | Remote within Ireland
About the Role
Our client is looking for a proactive, motivated Content Strategist to join their team and help shape the support experience for our global user base.
This role is ideal for someone who combines a passion for product with a commitment to outstanding user experiences. You'll use data-driven thinking, a start-up mindset, and deep content expertise to create clear, effective resources that help users get the most out of our platform - including content that powers Generative AI.
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 Requisition Intake
- 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 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
Key Projects/Day to day:
- Content Strategist on the Scaled Help Team (the Content Help and Education team) as follows:
- The role focuses primarily on finding and fixing problems that the support chatbot faces. This involves reviewing vendor feedback to generate actionable insights, optimizing content for RAG (Retrieval-Augmented Generation) AI, and working closely with engineering teams to resolve technical issues.
- Varied Tasks: The position includes managing automation Proof of Concepts (POCs), making prompt changes to the chatbot, and potentially working on special projects, such as developing golden datasets for LLM judges.
- Working Style: It is a fast-paced environment requiring strong project management skills and the ability to meet multiple competing deadlines. The role demands independence and a self-starter attitude, as the contractor will be expected to work with little direction once the onboarding period is complete.
- Role Split: The workload is estimated to be roughly 60-40 or 70-30, split between root cause analysis (RCA) and content writing/editing.
Requirements:
Top 3 Non-Negotiables:
- Independence and Self-Management: Must be a self-starter & independent. After a 3-4 week onboarding period, this contractor is expected to work with little direction, manage their own schedule, and balance multiple competing high-priority deadlines.
- Operational Agility and SLA Adherence: The role is fast-paced, and candidates must be comfortable working in an operational environment. A critical expectation is the ability to find and fix issues very quickly to meet Service Level Agreements (SLAs), as users cannot be left waiting long for solutions.
- AI and Technical Proficiency: While strong content management and writing skills are required, experience with AI (specifically chatbots and optimizing content for RAG AI) and project management tools like Jira are a major asset. A "can-do" attitude toward adopting and experimenting with new internal AI tools is considered a key indicator of success
Other Requirements:
- Minimum Qualifications Bachelor's degree in English, Communications, or a relevant field (or equivalent international qualification)
- 2+ years of experience in a 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 EMEA 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
