Job Role: Content Strategist III
Location: Remote
Duration: 6 months
Responsibilities:
- Plan for launch: Partner with cross functional teams to scope support content needs for upcoming feature and product launches, and build a content plan mapped to launch timelines
- Audit and identify gaps: Assess existing content against each launch, identify what is missing or needs updating, and prioritise the work required to be support-ready by go-live
- Write, edit, and improve: Create Help Center articles, chatbot content, and customer support responses grounded in content strategy — including content that powers Generative AI — ahead of launch
- Handle confidential, pre-launch content: Draft and stage content in draft mode for launches that cannot be published until go-live due to confidentiality
- Test and validate: Dogfood pre-launch features and the support chatbot to confirm content and responses are accurate before launch, iterating as needed
- Track readiness and flag risk: Manage content through the Launch Readiness master and child task process, surfacing risks to launch timelines early with clear, well-documented context
- Coordinate localization: Work with Localization to ensure launch content is ready across markets and within turnaround times
- Ensure day-one readiness: Make sure support content is live and accurate across all user entry points at launch
- Apply, maintain, and champion content standards and best practices across the team
- Manage multiple concurrent launches with close attention to detail, navigating tight and frequently shifting deadlines
- Raise feedback and process improvement recommendations with associated teams to continuously enhance launch readiness workflows and tooling
Minimum Qualifications:
- Bachelor's degree in English, Communications, or a relevant field (or equivalent international qualification)
- 2+ years of experience in a technical writing or content strategy role
- 6+ months of experience writing content for Generative AI
- Demonstrated critical thinking and editorial judgment around complex, sensitive, and often confidential topics, with a track record of delivering content sets to fixed deadlines
- Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
- Experience working to launch or go-live dates and coordinating with cross-functional partners to deliver on a shared timeline
- Experience with content management systems (CMS) and project management tools
Preferred Qualifications:
- Experience preparing support or help content ahead of product or feature launches
- Project management experience, including navigating ambiguity and balancing competing priorities across multiple concurrent launches
- Experience partnering with Product, Product Ops, Localization, or Operations teams to deliver against a launch timeline
- Familiarity with data analysis, XML editing, and AI tools
Must-Have Skills:
- Content strategy skills - write, edit, and improve support content, including content for Generative AI
- Project management - prioritisation and coordinating content across multiple concurrent launches
- Proactive, detail-oriented, and comfortable working to fixed launch dates
- Previous experience working with Generative AI - MS, Google, etc. but open to any suitable profiles
Nice-to-have Skills:
- Experience preparing content for product or feature launches
- Familiarity with localization workflows and cross-functional coordination