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
Tá WhatsApp bródúil as a bheith ina fhostóir Chomhdheiseanna Fostaíochta agus Gníomhaíochta Dearfaí. Ní dhéanaimid idirdhealú bunaithe ar chine, creideamh, dath craicinn, bunadh náisiúnta, inscne (lena n-áirítear toircheas, breith linbh, cinntí maidir le tsláinte atáirgthe, nó maidir le fadhbanna sláinte), atáirgthe, aitheantas inscne, léiriú inscne, aois, stádas mar iarshaighdiúir cosanta, stádas mar dhuine aonair atá faoi mhíchumas, faisnéis ghéiniteach, tuairimí nó gníomhaíochtaí polaitiúla, ná saintréithe is infheidhme eile atá cosanta faoin dlí. Féadfaidh tú féachaint ar ár bhfógra maidir le Chomhdheiseanna Fostaíochta anseo. Déanfaimid iarrthóirí cáilithe a bhfuil stair choiriúil acu a mheas freisin, i gcomhréir le dlí feidearálach, stáit agus áitiúil is infheidhme. Féadfaimid d'fhaisnéis a úsáid chun sábháilteacht agus slándáil Facebook, a bhfostaithe, agus daoine eile faoi mar a éilítear nó a cheadaítear faoi dhlí, a choinneáil ar bun. Féadfaidh tú féachaint ar Pholasaí Trédhearcachta Pá de chuid Facebook agus ar an bhfógra Is é an dlí atá i gceist le Comhdheiseanna Fostaíochta trí chliceáil ar na naisc a ghabhann leo. Anuas air sin, glacann WhatsApp páirt i gclár Ríomhfhíoraithe i suíomhanna áirithe, faoi mar a éilítear faoin dlí.
Tá WhatsApp tiomanta do shocruithe réasúnta a chur ar fáil d'iarrthóirí atá faoi mhíchumas inár bpróiseas earcaíochta. Má tá aon chúnamh nó socrú uait mar gheall go bhfuil tú faoi mhíchumas, cuir an méid sin in iúl dúinn ag accommodations-ext@fb.com .