Responsibilities

• Plan for launch: Partner with cross functional teams to scope support content needs for upcoming features and product launches, and build a content plan mapped to launch timelines
• Audit and identify gaps: Assess existing content against each launch, identify what is missing or needs updating, and priorities the work required to be support-ready by go-live
• Write, edit, and improve: Create Help Center articles, chatbot content, and customer support responses grounded in content strategy — including content that powers Generative AI — ahead of launch
• Handle confidential, pre-launch content: Draft and stage content in draft mode for launches that cannot be published until go-live due to confidentiality
• Test and validate: Dogfood pre-launch features and the support chatbot to confirm content and responses are accurate before launch, iterating as needed
• Track readiness and flag risk: Manage content through the Launch Readiness master and child task process, surfacing risks to launch timelines early with clear, well-documented context
• Coordinate localization: Work with Localization to ensure launch content is ready across markets and within turnaround times
• Ensure day-one readiness: Make sure support content is live and accurate across all user entry points at launch
• Apply, maintain, and champion content standards and best practices across the team
• Manage multiple concurrent launches with close attention to detail, navigating tight and frequently shifting deadlines

Requirements

• Bachelor's degree in English, Communications, or a relevant field (or equivalent international qualification)
• 2+ years of experience in technical writing or content strategy role
• 6+ months of experience writing content for Generative AI
• Demonstrated critical thinking and editorial judgment around complex, sensitive, and often confidential topics, with a track record of delivering content sets to fixed deadlines
• Proven ability to plan and write online help content and customer support responses for social media platforms and/or mobile apps
• Experience working to launch or go-live dates and coordinating with cross-functional partners to deliver on a shared timeline
• Experience with content management systems (CMS) and project management tools

Preferred

• Experience preparing support or help content ahead of product or feature launches
• Project management experience, including navigating ambiguity and balancing competing priorities across multiple concurrent launches
• Experience partnering with Product, Product Ops, Localization, or Operations teams to deliver against a launch timeline
• Familiarity with data analysis, XML editing, and AI tools

Benefits

• Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.