itD Tech
ContentStrategistIII
Neural analysis suggests this role is
optimal for Senior candidates.
“Content Strategist III at itD Tech. Skills: Content strategy, Generative AI, User support. Conduct root cause analyses on tickets. Identify chatbot content issues”
Industry & Context.
Root cause analysis; Troubleshoot content issues
What They're Looking For.
Must Have
2+ years content strategy experience, 6+ months Generative AI content development, Experience writing online help content, Experience with Content Management Systems, Experience using project management tools, Written communication skills, Content development skills, Editing skills, Conduct root cause analysis, Troubleshoot content issues
Nice to Have
Managing projects in fast-paced environments, Familiarity with data analysis tools, Familiarity with reporting tools, Experience with XML editing, Experience with AI tools, Experience with prompt engineering techniques, Experience debugging user-facing issues, Basic data querying experience, Basic scripting experience, Basic analytical tools experience, Experience supporting AI platforms, Experience supporting chatbot experiences
What You'll Do.
Conduct root cause analyses on tickets
Identify chatbot content issues
Determine root causes
Analyze data and user feedback
Assess issue prevalence
Identify opportunities for content improvements
Resolve content-related issues
Perform prompt engineering
Test chatbot performance
Validate chatbot performance
Write Help Center articles
Edit Help Center articles
Optimize Help Center articles
Write customer support responses
Edit customer support responses
Optimize customer support responses
Write AI-enablement content
Edit AI-enablement content
Optimize AI-enablement content
Collaborate with Product teams
Collaborate with Engineering teams
Collaborate with Operations teams
Collaborate with Support teams
Create support content
Apply content standards
Maintain content standards
Apply editorial guidelines
Maintain editorial guidelines
Apply content best practices
Maintain content best practices
Manage multiple projects
Balance competing priorities
Adapt to evolving needs
Identify workflow improvements
Provide recommendations for content processes
Provide recommendations for tooling
Provide recommendations for operational efficiency
Attend practice community meetings
Collaborate with practice team
Complete client case studies
Complete learning material
Build out practice material
Attend networking events
Work with leadership on career opportunities
How You'll Work.
Team & Collaboration
Product teams; Engineering teams; Operations teams; Support teams; itD practice team
Communication Scope
Written communication; Content development; Editing
Process & Methodology
Manage deliverables, Manage deadlines
Full Job Description
Content Strategist III itD is seeking a Content Strategist III to help shape and improve the support experience for millions of WhatsApp users worldwide. This role will drive content strategy initiatives that enhance customer support experiences, optimize Generative AI-powered content, and improve chatbot performance through data-driven analysis and content refinement. The ideal candidate will bring expertise in content strategy, technical writing, user support content, and Generative AI content development, with a proven ability to deliver impactful customer-facing content solutions. Location: Remote – Texas (Central Time Zone preferred) Duration: 12 Months We provide comprehensive medical benefits, a 401k plan, paid holidays, and more. Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship. Responsibilities Conduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causes. Analyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvements. Resolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiences. Triage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentation. Test and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experience. Write, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practices. Collaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support content. Apply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiences. Manage multiple projects simultaneously while balancing
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