Scaled Help Strategist
Menlo Park, California, US
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.
WhatsApp is the world's fastest growing communication company with over 1 billion active users globally. We help bring friends, families, communities, soccer groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for proactive and driven people to join our team. We need people with a interest for both the product and a high quality user experience – those who constantly look for solutions to problems and evaluate ways to be more efficient and effective. We are a team that thrives on people identifying ways they can contribute to get the job done. Our collective unique backgrounds and strengths help us to reach team goals. Using your start-up approach and your experience with smartphones, you will help support and test awesome features used by millions of current WhatsApp users.
Responsibilities
Draft, edit, test and improve Help Center articles and customer support responses based on content strategy
Draft, edit, test and improve content to enable Generative AI
Apply, maintain, and evangelize content standards and best practices
Use data to make content decisions and influence partners to improve WhatsApp’s support experiences and troubleshoot known issues
Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
Test products to build a source of truth from technical subject matter experts, translating knowledge into clear, concise, structured documentation
Collaborate with the product and operations teams to author clear, effective and empathetic support messaging
Minimum Qualification
Bachelor's degree from the United States (or equivalent university degree from another country) in English or another relevant field
5+ years working in a technical drafting or content strategy role
6+ months experience working in content drafting for Generative AI and/or LLMs
Demonstrated critical thinking skills and track record of editorial judgment around complex and sensitive topics to manage large content sets that enable Generative AI
Demonstrated experience planning and drafting online help content and customer support responses for social media platforms and/or mobile apps
Experience with content management systems (CMS)
Experience with project management tools
Preferred Qualification
Project management experience, working through ambiguity and managing competing priorities
Knowledgeable in data analysis, editing XML and using AI tools
Experience working with and drafting content for LLMs
WhatsApp se enorgullece de ser una empresa que respeta las medidas de igualdad de oportunidades de empleo y acción afirmativa. No hacemos distinciones discriminatorias por raza, religión, color, nacionalidad, sexo (incluido embarazo, parto, decisiones de salud reproductiva o cualquier problema médico relacionado), orientación sexual, identidad de género, expresión de género, edad, condición de veterano, discapacidad, información genética, ideologías o actividades políticas ni otras características aplicables que estén legalmente protegidas. Puedes ver nuestro documento sobre la igualdad de oportunidades de empleo aquí (en inglés). También tenemos en cuenta las solicitudes de personas que cumplen los requisitos y tienen antecedentes penales, de acuerdo con las leyes federales, estatales y locales aplicables. Podemos usar tu información para mantener la seguridad de Facebook, sus empleados y otras personas, según lo permita o exija la ley. Puedes ver la Política de transparencia de pago (en inglés) y el documento sobre la igualdad de oportunidades de empleo (en inglés) de Facebook haciendo clic en los enlaces correspondientes. Además, WhatsApp participa en el programa E-Verify en algunas ubicaciones, según lo exigido por la ley.
WhatsApp se compromete a proporcionar condiciones razonables para los candidatos con discapacidades en nuestro proceso de reclutamiento. Si necesitas asistencia o condiciones especiales debido a una discapacidad, comunícanoslo escribiendo a accommodations-ext@fb.com.