Content Strategist III

WhatsApp helps bring friends, families, communities, and millions of others together — and we're just getting started. We're looking for a proactive, motivated Content Strategist to join our team and help shape the support experience for our global user base.

This role is ideal for someone who combines a passion for product with a commitment to outstanding user experiences. You'll use data-driven thinking, a start-up mindset, and deep content expertise to create clear, effective resources that help WhatsApp users get the most out of our platform — including content that powers Generative AI.

Responsibilities

Find and verify insights: Conduct Root Cause Analyses (RCAs) on user support tickets to identify issues with our support chatbot, including issue replication and debugging. Scope the prevalence and impact of issues using available data tools

Resolve content issues: Mitigate identified issues through content updates, prompt engineering, and index patching, iterating as needed to ensure accuracy and quality

Triage and escalate: Where issues fall outside of content — such as retrieval, response generation, or platform bugs — triage and route to the relevant teams (e.g. Engineering, Support Ops) with clear, well-documented context

Test and validate: Dogfood the support chatbot to verify issue resolution post-fix, and debug further if issues persist
Write, edit, test, and improve Help Center articles and customer support responses grounded in content strategy

Develop and refine content to enable Generative AI experiences

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

Use data to inform content decisions and partner with cross-functional teams to improve WhatsApp's support experiences

Manage multiple projects simultaneously with close attention to detail, navigating tight and frequently shifting deadlines

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

Raise feedback and process improvement recommendations with associated teams to continuously enhance workflows and tooling

Minimum 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 topics, with a track record of managing large AI-enabling content sets
Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
Experience with content management systems (CMS) and project management tools

Preferred Qualifications
Project management experience, including navigating ambiguity and balancing competing priorities
Familiarity with data analysis, XML editing, and AI tools
Experience conducting root cause analysis or debugging user-facing product issues
Comfort working with basic data querying or scripting tools to scope issue prevalence

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta.

The pay range that Tundra in good faith reasonably expects to pay for this position is $40/hour - $50/hour.

Tundra’s benefits offering includes optional medical, dental, vision, retirement benefits, up to 15 Days PTO per annum and a New Child Benefit.

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.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

The Meta CWX Program is enabled by a cutting-edge software platform called TalentNet that leads the contingent labor world for technology innovation. The software platform leverages Machine Learning and Artificial Intelligence to make sure the right people end up in the right job.

At Meta, we are constantly iterating, solving problems, and working together to connect people all over the world. That’s why it’s important that our workforce reflects the diversity of the people we serve. Hiring people with different backgrounds and points of view helps us make better decisions, build better products, and create better experiences for everyone.

We give people the power to build community and bring the world closer together. Our products empower more than 3 billion people around the world to share ideas, offer support, and make a difference.

This posting is for a contract assignment with Tundra Technical Solutions to provide services to Meta. Please note that this is not a full-time employment opportunity. Candidates selected for this role will be engaged as contractors for the specified duration of the project. For any inquiries regarding the terms of the contract or engagement, please contact Tundra Technical Solutions directly.