Note: The job is a remote job and is open to candidates in USA. Aquent is seeking a proactive and motivated Content Strategist to join their dynamic team, where you will shape the support experience for a vast global user base. The role involves leveraging data-driven insights and content expertise to craft effective resources that enhance user engagement with the platform, particularly in relation to Generative AI experiences.

Responsibilities

• Conduct Root Cause Analyses (RCAs) on user support tickets to pinpoint issues within the support chatbot, including issue replication and debugging, and scope their prevalence and impact using available data tools
• Resolve identified content issues through strategic updates, prompt engineering, and index patching, iterating continuously to ensure accuracy and quality
• Triage and escalate issues beyond content, such as retrieval, response generation, or platform bugs, routing them to relevant teams (e.g., Engineering, Support Operations) with clear, well-documented context
• Thoroughly test and validate the support chatbot to verify issue resolution post-fix, debugging further if problems persist
• Write, edit, test, and improve online help content and customer support responses, grounded in a robust content strategy
• Develop and refine content specifically designed to enable advanced Generative AI experiences
• Apply, maintain, and champion content standards and best practices across the team, ensuring consistency and excellence
• Utilize data to inform critical content decisions and collaborate with cross-functional teams to continuously enhance support experiences
• Manage multiple projects simultaneously with meticulous attention to detail, expertly navigating tight and frequently shifting deadlines
• Collaborate closely with Product, Engineering, and Operations teams to craft effective, empathetic support messaging
• Raise constructive feedback and process improvement recommendations with associated teams to continuously enhance workflows and tooling

Skills

• 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 topics, with a proven track record of managing large AI-enabling content sets
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
• Experience with content management systems (CMS) and project management tools
• Project management experience, including navigating ambiguity and balancing competing priorities
• Familiarity with data analysis, XML editing, and AI tools
• Experience conducting root cause analysis or debugging user-facing product issues
• Comfort working with basic data querying or scripting tools to scope issue prevalence

Company Overview

Company H1B Sponsorship