Our client is looking for a Content Strategist to join their team in Dublin, Ireland.

Duration - 6 months

Location - Ireland Remote

Summary:

WhatsApp helps bring friends, families, communities, and millions of others together — and we're just getting started. We're looking for a proactive, motivated Content Strategist to join our 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 WhatsApp 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
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

Benefits

Competitive salary
Healthcare contribution and inclusion in company pension scheme
Work laptop and phone
25 days annual leave (pro-rata) plus paid bank holidays
Expanding workforce with potential for career progression for top performers

Content Strategist

Benefits

Job Description