Summary

We build tools that bring friends, families, communities, soccer teams, doctors, storm chasers—and millions more—closer together. We're just getting started and we're seeking passionate, proactive individuals to help shape the future of customer support and user experience.

As a Content Strategist, you will play a key role in delivering clear, helpful, and empathetic support content used by millions of people. You'll combine startup agility with mobile expertise to support the development of high-impact features. You'll also be central to training and optimizing our support LLM, ensuring it delivers fast, accurate, and human-centered responses. Our team thrives on collaboration, ownership, and continuous improvement, and we celebrate the unique strengths each member brings to shared goals.

Key Responsibilities

1. Create and iterate on Help Center articles and support responses aligned with content strategy and voice guidelines
2. Author and refine content designed to enhance LLM-powered support experiences
3. Champion and maintain content standards, tone consistency, and UX best practices
4. Use data insights and feedback to inform content decisions, troubleshoot issues, and improve user support journeys
5. Manage multiple writing and documentation projects under fast-changing priorities and tight deadlines
6. Collaborate with subject-matter experts to test features and document technical concepts for a general audience
7. Work closely with Product and Operations teams to craft clear, effective, and empathetic user-facing messaging

Minimum Qualifications

1. Bachelor's degree in English or a related field from a U.S. institution or equivalent international university
2. 5+ years of experience in technical writing, content strategy, or related roles
3. 6+ months experience creating and optimizing content for Generative AI and/or support LLMs
4. Proven editorial judgment and ability to navigate sensitive, nuanced topics within complex content sets
5. Demonstrated success creating online help documentation and customer support copy for apps or social platforms
6. Experience using content management systems (CMS) and project management tools

Preferred Qualifications

1. Strong project management skills; ability to lead through ambiguity and balance competing deadlines
2. Familiarity with data analysis, XML editing, and AI tools

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

Role type: Contract 12 Month Position

Location: Remote (United States, EST preferred)

Expected hours: 40 per week

Benefits:

1. Dental insurance
2. Health insurance
3. Health savings account
4. Life insurance
5. Paid time off
6. Retirement plan
7. Vision insurance

Schedule:

1. 8 hour shift
2. Monday to Friday

Application Question(s):

1. Do you or will you in the future require any sponsorship to work in the US?

Language:

1. English (Required)