Content Strategist

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Perform Root Cause Analyses on user support tickets to detect issues with the support chatbot.

• Replicate and troubleshoot chatbot issues.

• Assess the prevalence and impact of issues using available data tools.

• Address content concerns through updates, prompt engineering, and index patching.

• Triage and escalate retrieval, response generation, and platform bugs to the appropriate teams.

• Utilize the support chatbot to validate issue resolution after fixes are applied.

• Write, edit, test, and enhance Help Center articles and customer support responses.

• Create and refine content for Generative AI applications.

• Implement, uphold, and advocate for content standards and best practices.

• Leverage data to guide content decisions and enhance WhatsApp support experiences.

• Collaborate with Product, Engineering, and Operations teams on support communication.

• Provide feedback and suggestions for process improvements to optimize workflows and tools.

⛳️ Requirements

• Duration of contract: 6 months.

• Strong enthusiasm for products and dedication to exceptional user experiences.

• Data-driven mindset and a start-up attitude.

• Extensive expertise in content creation.

• Proven experience in conducting Root Cause Analyses (RCAs) on user support tickets.

• Skill in replicating issues and debugging support chatbot challenges.

• Proficient in assessing issue prevalence and impact using existing data tools.

• Background in content updates, prompt engineering, and index patching.

• Ability to triage and direct retrieval, response generation, and platform bugs to the right teams.

• Experience in testing and validating fixes for chatbots.

• Competence in writing, editing, testing, and enhancing Help Center articles and customer support responses.

• Familiarity with content strategy standards and best practices.

• Capability to use data to inform content-related decisions.

• Effective collaboration skills with Product, Engineering, and Operations teams.

• Ability to manage multiple projects and adapt to changing deadlines while maintaining attention to detail.

🏝️ Benefits

• Competitive salary.

• Contribution towards healthcare and inclusion in the company pension scheme.

• Provision of a work laptop and phone.

• 25 days of annual leave (pro-rata) plus paid bank holidays.

• Opportunities for career advancement for high-performing individuals.