Content Strategist III

Aquent is partnering with a leading global technology company that connects millions of users worldwide, fostering communities and supporting diverse groups. This organization is at the forefront of innovation, constantly evolving to enhance user experiences and bring people closer together. Are you ready to shape the digital world for millions? Join a dynamic team at the forefront of innovation, where your expertise will directly influence how users interact with groundbreaking new features. This pivotal role offers the chance to make a tangible impact, ensuring that every product and feature launch is met with clear, accurate, and ready-to-use support content from day one. You'll be instrumental in empowering users to fully leverage new functionalities, directly contributing to a seamless and engaging experience for a vast global audience.

Join a fast-growing team that values unique backgrounds, a start-up mindset, and a drive to contribute meaningfully. This role is part of a crucial pillar focusing on content support for every new product and feature introduction. You will work proactively, often in confidential pre-launch environments, to craft and refine support content that will be used by millions. This includes developing content that powers Generative AI, ensuring an outstanding support experience from the moment new features go live. If you are passionate about product and user experience, and thrive in a collaborative, fast-paced environment, this is an exciting opportunity to make a significant impact.

Key Responsibilities

• Partner with cross-functional teams to scope support content needs for upcoming feature and product launches, developing comprehensive content plans aligned with launch timelines.
• Assess existing content against each launch, identifying gaps, necessary updates, and prioritizing work to ensure support readiness by go-live.
• Create, edit, and improve Help Center articles, chatbot content, and customer support responses, grounded in robust content strategy, including content that powers Generative AI, all ahead of launch.
• Draft and stage confidential pre-launch content in draft mode, ensuring it cannot be published until the official go-live date.
• Test pre-launch features and the support chatbot to confirm content and responses are accurate before launch, iterating as needed.
• Manage content through the Launch Readiness master and child task process, proactively identifying and documenting risks to launch timelines.
• Collaborate with Localization teams to ensure launch content is ready across various markets and delivered within established turnaround times.
• Verify that support content is live and accurate across all user entry points at the time of launch.
• Apply, maintain, and champion content standards and best practices across the team.
• Manage multiple concurrent launches with meticulous attention to detail, navigating tight and frequently shifting deadlines.
• Provide feedback and recommendations for process improvements to continuously enhance launch readiness workflows and tooling.

Must-Have 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 proven 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 and project management tools.

Nice-to-Have Qualifications

• Strong content strategy skills, including the ability to write, edit, and improve support content, particularly for Generative AI.
• Project management experience, including prioritizing and coordinating content across multiple concurrent launches, and navigating ambiguity while balancing competing priorities.
• Proactive, detail-oriented, and comfortable working to fixed launch dates.
• Previous experience working with Generative AI.
• Experience preparing support or help content ahead of product or feature launches.
• Experience partnering with Product, Product Operations, Localization, or Operations teams to deliver against a launch timeline.
• Familiarity with data analysis, XML editing, and AI tools.
• Familiarity with localization workflows and cross-functional coordination.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

#LI-SK4