Content Strategist

Job Title: Content Strategist

Overview

We are seeking a proactive and motivated Content Strategist to help shape and improve a global user support experience. This role suits someone who is passionate about product, thrives in fast-moving environments, and is committed to delivering clear, high-quality content that enhances how users interact with support tools, including Generative AI-powered experiences. You will work at the intersection of content, data, and technology to diagnose issues, design content solutions, and partner with cross-functional teams to continuously improve support outcomes for millions of users worldwide.

Key Responsibilities

Insight Discovery & Issue Analysis

• Conduct root cause analyses (RCAs) on user support tickets to identify content and chatbot issues
• Replicate and debug reported issues to validate findings
• Assess issue prevalence and impact using available data and analytics tools

Content Resolution & Optimisation

• Resolve identified issues through content updates, prompt engineering, and index patching
• Iteratively improve content to ensure accuracy, clarity, and quality
• Develop and refine content that supports Generative AI experiences

Triage & Cross-Functional Collaboration

• Identify issues beyond content scope (eg retrieval logic, response generation, platform defects)
• Triage and escalate with clear documentation to relevant teams such as Engineering or Support Operations
• Partner with cross-functional stakeholders to improve overall support experiences

Testing & Validation

• Dogfood the support chatbot to verify fixes and confirm issue resolution
• Perform follow-up debugging where issues persist post-implementation

Content Creation & Standards

• Write, edit, test, and optimise Help Center articles and customer support responses
• Apply and champion content standards, guidelines, and best practices
• Maintain consistency and quality across large, AI-enabling content sets

Project & Stakeholder Management

• Manage multiple projects simultaneously while meeting tight and shifting deadlines
• Use data and insights to inform content strategy and prioritisation

Minimum Qualifications

• Bachelor's degree in English, Communications, or a related field (or equivalent experience)
• 2+ years of experience in technical writing, content design, or content strategy
• At least 6 months of hands-on experience creating content for Generative AI use cases
• Strong editorial judgment and critical thinking, including work on complex or sensitive topics
• Proven experience creating online help content or support responses for mobile apps or social platforms
• Hands-on experience with content management systems (CMS) and project management tools

Preferred Qualifications

• Project management experience, particularly in ambiguous or fast-changing environments
• Familiarity with data analysis, XML editing, and AI-assisted content tools
• experience conducting root cause analysis or debugging user-facing product issues
• Comfort using basic data querying or Scripting tools to analyse issue prevalence

Skillset & Purpose

• Content Strategy: Design scalable, user-focused content that improves support outcomes
• Analytical Thinking: Use data and qualitative insights to diagnose and resolve issues
• Generative AI Enablement: Create and optimise content that supports AI-driven responses
• Cross-Functional Collaboration: Communicate effectively with technical and non-technical teams
• Attention to Detail: Ensure accuracy and consistency across high-impact content surfaces

Dublin, Ireland

Trading as TEKsystems. Allegis Group Limited. Level 1, The Chase, Carmanhall Road, Sandyford, Dublin 18, Ireland. No. 909257. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go our website.

We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice on our website for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.