[Remote] Content Strategist

Note: The job is a remote job and is open to candidates in USA. Intelliswift, an LTTS Company, is seeking a proactive and detail-oriented Content Strategist to enhance the support experience for a global user base. This role focuses on content strategy, user experience, and Generative AI, creating and optimizing content for modern support systems, including conversational AI and self-service platforms.

Responsibilities

• Conduct root cause analysis (RCA) on user support issues to identify content gaps and system inefficiencies
• Investigate and debug content-related issues in chatbot and support systems
• Enhance and optimize AI-generated responses through prompt refinement and structured content updates
• Write, edit, and maintain Help Center articles and support content aligned with user needs
• Improve content quality, consistency, and usability across support channels
• Collaborate with Product, Engineering, and Operations teams to resolve user issues and improve workflows
• Triage issues and escalate non-content problems with clear documentation and insights
• Validate fixes by testing solutions within support tools and user flows
• Develop content strategies that support AI-driven user experiences
• Use data and feedback to drive continuous improvement in content performance
• Manage multiple projects with competing priorities in a dynamic environment

Skills

• Bachelor's degree in English, Communications, or a related field (or equivalent experience)
• 2+ years of experience in content strategy, UX writing, or technical writing
• Hands-on experience working with Generative AI, chatbots, or conversational AI systems
• Strong understanding of Help Center content, knowledge bases, or support ecosystems
• Experience conducting root cause analysis, debugging, or issue investigation
• Proven ability to create clear, user-focused content for digital platforms
• Experience with content management systems (CMS) and collaboration tools
• Strong analytical thinking and problem-solving skills
• Excellent written and verbal communication skills
• Experience supporting AI-driven or automated support systems
• Familiarity with structured content (e.g., XML, DITA, or similar frameworks)
• Exposure to data analysis or basic querying tools
• Background in product operations, support operations, or knowledge management
• Experience working in cross-functional environments with technical teams

Company Overview

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