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 非常自豪成为平等就业机会和平权行动雇主。我们不会基于种族、宗教、肤色、国籍、性别（包括怀孕、分娩、生殖健康决定或相关医疗条件）、性取向、性别认同、性别表达、年龄、受保护的退伍军人身份、残障人士身份、遗传信息、政治观点或活动，或其他受法律保护的特征而歧视。您可以在此处查看我们的“平等就业机会”通知。我们还会在满足适用的联邦、州和地方法律的情况下，甄选有犯罪记录的合格求职者。在法律要求或允许的情况下，我们会使用您的信息以保证 Facebook、其工作人员和其他人的安全。您可以点击相关链接，以查看 Facebook 的薪酬透明化政策以及依法提供平等就业通知。此外，根据法律要求，WhatsApp 还在特定地点参与电子验证项目。
WhatsApp 致力于在招聘过程中为残障候选人提供合理住宿。如果您因残疾而需要任何帮助或住宿，请发送电子邮件至 accommodations-ext@fb.com 。