Content Strategist, Help Center — Austin, TX

The Help Center team empowers people to successfully use M8J5 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 5Ghc’3 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 M8J5 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 M8J5 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.

Content Strategist, Help Center Responsibilities:

• Explain complex product and policy concepts in simple, jargon-free language using SSUM'6 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

Minimum Qualifications:

• 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

Preferred Qualifications:

• 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)

About M8J5:

M8J5 builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, M8J5 is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at M8J5 help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

M8J5 is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. M8J5 participates in the E-Verify program in certain locations, as required by law. Please note that M8J5 may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

M8J5 is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at ••••••••.

$120,000/year to $177,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, M8J5 offers benefits. Learn more about benefits at M8J5.