Job description

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 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. 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. Explain complex product and policy concepts in simple, jargon-free language using Meta's voice, producing clear, concise help content structured for both human readers and machine retrieval Partner with product, operations, legal teams and technical subject-matter experts to test products and build a reliable source of truth for product launches Build the golden sets that train AI support models, then evaluate the model's output for quality and accuracy, including failure-state testing, and translate findings into content and model improvements Develop LLM-as-a-judge and engineered prompts that automate AI response evaluations at scale Use data to drive decisions with cross-functional partners and leaders on complex content and AI-support initiatives, building buy-in for new approaches to the support experience 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 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)

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Keywords to mirror

aillm

Platform: meta
Effort: medium