Content Strategist

Work Location : US - Remote

Job Title: Content Strategist

Job Description:

WhatsApp helps bring friends, families, communities, and millions of others together - and we're just getting started. We're looking for a proactive, motivated Content Strategist to join our team and help shape the support experience for our global user base.

This role sits within our Launch Readiness pillar and is ideal for someone who combines a passion for product with a commitment to outstanding user experiences. You'll work ahead of new feature and product launches - partnering with Engineering, Product, Product Ops, Marketing, Comms, and Localization - to make sure our support content is accurate, complete, and ready on day one. You'll use data-driven thinking, a start-up mindset, and deep content expertise to prepare clear, effective resources that help WhatsApp users get the most out of every new launch, including content that powers Generative AI.

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