Content Strategist, Help Center

Meta; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Meta is seeking an experienced content strategist to develop and optimize self-serve help content across Meta products. You will shape training data, prompts, and LLM judges to support AI-powered help at scale, while owning content creation, management, and editing to serve diverse audiences.

You’ll work with autonomy to understand user needs, design content solutions for mature and new products, and collaborate with cross-functional teams to improve retrieval-augmented generation and support

Qualifications

• 5+ years of content strategy experience, including content creation, management, and editing.

Responsibilities

• Experience managing multiple concurrent projects through ambiguity and competing priorities, meeting tight and frequently changing deadlines
• Experience using AI tooling to complement content workflows
• Experience building or evaluating AI model training datasets, engineering prompts, or assessing model output quality
• Experience tracking, analyzing and reporting on content metrics to improve platform and model performance
• Experience designing evaluation frameworks, rubrics, or LLM-as-judge systems
• Experience with human or AI support workflows and how customer support diagnoses and resolves issues for customers
• Knowledgeable in data analysis and in editing XML
• Experience structuring content for retrieval-augmented generation (RAG) or other machine-consumption systems
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Experience building automation or tooling that scales content quality and creation
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)

Skills

Content strategy

Content creation

Content management

Editing

AI tooling

Prompts

LLM evaluation

Metrics & analysis

Tools

AI tooling

Job description

About the Team

The Help Center team empowers people to successfully use Meta products by providing effective and accessible help that resolves issues. We manage help center and scaled support content for the billions of people who use Meta’s family of apps, business tools and hardware products.

Our Mission

Our mission is to build the most reliable and innovative help ecosystem in the world, where people can easily self-resolve any issues they have when using Meta products. Knowledge content is the source of truth for that ecosystem: for customers, for support agents, and increasingly for the AI models that resolve issues at scale. We don’t just write content; we power the intelligence behind scaled support.

Role Overview

We’re looking for an experienced content strategist to develop and optimize self-serve help content for a portfolio of Meta products. You’ll join a team of content strategists supporting advertisers, creators, businesses and everyday consumers. Beyond writing and maintaining source-of-truth content, you’ll build and evaluate the training data, prompts and LLM judges that make AI-powered support reliable. You'll work with a high degree of autonomy to understand your audience's needs and design content solutions for products ranging from mature and established to those just being introduced to the world. 5+ years of content strategy experience, including content creation, management, and editing 3+ years of experience in one or more of these areas: help and support content, content management systems and workflows, online operations at a tech company

Responsibilities & Requirements

• Experience managing multiple concurrent projects through ambiguity and competing priorities, meeting tight and frequently changing deadlines
• Experience using AI tooling to complement content workflows
• Experience building or evaluating AI model training datasets, engineering prompts, or assessing model output quality
• Experience tracking, analyzing and reporting on content metrics to improve platform and model performance
• Experience designing evaluation frameworks, rubrics, or LLM-as-judge systems
• Experience with human or AI support workflows and how customer support diagnoses and resolves issues for customers
• Knowledgeable in data analysis and in editing XML
• Experience structuring content for retrieval-augmented generation (RAG) or other machine-consumption systems
• Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
• Experience building automation or tooling that scales content quality and creation
• Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies
• Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)