[Remote] Content Strategist
Note: The job is a remote job and is open to candidates in USA. Intelliswift, an LTTS Company, is seeking a proactive and detail-oriented Content Strategist to enhance the support experience for a global user base. This role focuses on content strategy, user experience, and Generative AI, creating and optimizing content for modern support systems, including conversational AI and self-service platforms.
Responsibilities
- Conduct root cause analysis (RCA) on user support issues to identify content gaps and system inefficiencies
- Investigate and debug content-related issues in chatbot and support systems
- Enhance and optimize AI-generated responses through prompt refinement and structured content updates
- Write, edit, and maintain Help Center articles and support content aligned with user needs
- Improve content quality, consistency, and usability across support channels
- Collaborate with Product, Engineering, and Operations teams to resolve user issues and improve workflows
- Triage issues and escalate non-content problems with clear documentation and insights
- Validate fixes by testing solutions within support tools and user flows
- Develop content strategies that support AI-driven user experiences
- Use data and feedback to drive continuous improvement in content performance
- Manage multiple projects with competing priorities in a dynamic environment
Skills
- Bachelor's degree in English, Communications, or a related field (or equivalent experience)
- 2+ years of experience in content strategy, UX writing, or technical writing
- Hands-on experience working with Generative AI, chatbots, or conversational AI systems
- Strong understanding of Help Center content, knowledge bases, or support ecosystems
- Experience conducting root cause analysis, debugging, or issue investigation
- Proven ability to create clear, user-focused content for digital platforms
- Experience with content management systems (CMS) and collaboration tools
- Strong analytical thinking and problem-solving skills
- Excellent written and verbal communication skills
- Experience supporting AI-driven or automated support systems
- Familiarity with structured content (e.g., XML, DITA, or similar frameworks)
- Exposure to data analysis or basic querying tools
- Background in product operations, support operations, or knowledge management
- Experience working in cross-functional environments with technical teams
Company Overview
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