Scaled Help Strategist

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.

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