Content Strategist III

Job Title: Content Strategist III

Location: Remote - USA

Duration: Contract - 12 months

Pay Range: $51/hr $55/hr (W2)

Job ID: 374591

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Content Strategist to join our dynamic team supporting WhatsApp. The ideal candidate will have strong experience in technical writing, content strategy, and support content operations and a proven ability to analyze root causes, improve chatbot and Help Center content, and enable Generative AI-driven support experiences.

Responsibilities:

• Conduct Root Cause Analyses on user support tickets to identify chatbot issues, including replication and debugging, and assess prevalence and impact using data tools.


• Mitigate identified issues through content updates, prompt engineering, and index patching, iterating to ensure accuracy and quality.


• Triage non-content issues such as retrieval, response generation, or platform bugs and route to relevant teams with clear documentation.


• Test and validate the support chatbot to verify resolution post-fix and perform additional debugging as needed.


• Write, edit, test, and improve Help Center articles and customer support responses grounded in content strategy.


• Develop and refine content that enables Generative AI experiences.


• Apply, maintain, and champion content standards and best practices across the team.


• Use data to inform content decisions and partner cross-functionally to improve support experiences.


• Manage multiple projects with attention to detail under tight and shifting deadlines.


• Collaborate with Product, Engineering, and Operations to craft effective and empathetic support messaging.


• Raise feedback and process improvement recommendations to enhance workflows and tooling.

Required Skills & 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 on complex or sensitive topics, including management of large AI-enabling content sets.


• Proven ability to plan and write online help content and customer support responses for social platforms and/or mobile apps.


• Experience with content management systems and project management tools.

Preferred Skills:

• Project management experience with ambiguity and competing priorities.


• Familiarity with data analysis, XML editing, and AI tools.


• Experience conducting root cause analysis or debugging user-facing product issues.


• Comfort with basic data querying or scripting tools to scope issue prevalence.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits.


• Opportunities for growth with global clients.


• A supportive, inclusive culture that values innovation and people.


• Exposure to cutting-edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.