Job Description

Overview

Title: Content Strategist

Job Type: Contract

Contract Length: 4+ months

Target Start Date: ASAP

Work Location/Structure: Remote

About the Opportunity: Our client, a leader in the FinTech sector, is looking for a skilled Content Strategist to join their team for a 4+ month engagement. The Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in crypto. Our team eliminates customer pain points, empowers users through self-service and automation, and optimizes support interactions for an effortless experience. The CX Content team, part of CX, owns our Help Center and internal knowledge base. We drive the strategy, structure, and quality of customer-facing content that powers self-service, automation, and AI-driven support experiences. As a CTR Content Strategist, you will support the full Help Center rewrite—transforming all customer-facing content into accurate, concise, and structured formats within Contentful. You'll partner with Product Managers, Legal, and CX Programs to ensure content is factually correct, compliant, and optimized for both human and machine readability. This is a high-impact role that requires a self-motivated professional who can hit the ground running and deliver results quickly.

Responsibilities

• Rewrite and structure content: Rewrite existing Help Center articles using standardized templates that improve clarity, accuracy, and consistency across the site.
• Apply taxonomy and metadata: Implement structured fields in Contentful to enhance discoverability, machine readability, and chatbot performance.
• Verify and approve accuracy: Partner with Product Managers and CX Programs to validate product details and ensure content accuracy; flag articles requiring Legal review.
• Maintain governance and quality: Apply editorial and style standards, perform peer reviews within strategist pods, and ensure all content adheres to our tone and format.
• Deliver at scale: Work within aggressive production timelines—targeting ~20 articles per week—while maintaining accuracy, compliance, and consistency.
• Optimize for AI enablement: Ensure all content is structured and tagged to support chatbot, automation, and future AI-driven experiences.
• Contribute to repeatable systems: Document process improvements, refine templates, and help evolve scalable, standardized workflows.

Required Skills & Experience

• Proven experience: 3+ years in content strategy, writing, or editing—preferably with Help Centers, support content, or structured documentation. Contentful experience is required.
• Strong writing and analytical skills: Ability to simplify complex topics into clear, accurate, customer-friendly explanations while maintaining editorial precision.
• Operational discipline: Demonstrated success managing multiple deliverables simultaneously in a production-driven environment.
• Cross-functional collaboration: Experienced working directly with Product, Legal, and CX partners to verify information and drive alignment.
• AI and structured content understanding: Familiarity with structured content models, metadata, and how these support automation and chatbot enablement.
• Adaptability and ownership: Self-directed, organized, and comfortable operating in a fast-moving, evolving environment with shifting priorities.
• Experience in tech, crypto, or financial services (Nice to have).
• Familiarity with Smartling, Jira, Asana, or Google Workspace (Nice to have).
• Understanding of localization workflows or multilingual content operations (Nice to have).
• Experience contributing to structured content frameworks or content audits (Nice to have).

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