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 很榮幸成為公平就業機會和肯定性行動的雇主。我們公平對待各個種族、宗教、膚色、國籍、性別（包括懷孕、生育、生殖健康方面的決定或相關醫療狀況）、性傾向、性別認同、性別表現、年齡、受保護的退役軍人身分、身心障礙身分、基因資訊、政治立場或行為，以及其他受法律保護的特質。您可以在此瀏覽我們的公平就業機會聲明。我們也會遵循聯邦、州政府或當地的相關法律，將具有犯罪記錄的合格求職者納入聘任人選。我們可能會依據法律規定或在法律允許範圍內，使用您的資訊以維護 Facebook、Facebook 員工和其他人員的人身與資訊安全。如要查看 Facebook 的 薪資透明政策 和 法律規定必須賦予公平就業機會 聲明，請點選相對應的連結。此外，WhatsApp 依法在特定地區參與 員工身分電子查核系統 計畫。
WhatsApp 致力於在徵才過程中為身心障礙求職者提供合理的支援。若您需要身心障礙的相關協助或支援，請來信告訴我們：accommodations-ext@fb.com