Content Strategist

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.

• 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