Scaled Help Strategist

WhatsApp is the world’s fastest growing communication company with over 1 billion active users globally. We help bring friends, families, communities, sport 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 an 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.

Scaled Help Strategist 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 Qualifications

• Bachelor’s degree
• 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 Qualifications

• 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

About Meta

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Equal Employment Opportunity

Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.

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