At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences. gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google’s consumer products ecosystem and enabling numerous launches for Google’s consumer products each year.
As a Content Strategist, you will own the overall help and support strategy for users and customer care agents for products across multiple content channels (help center, AI-driven user support, agent knowledge base, agent-facing training, etc.).
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
The US base salary range for this full-time position is $114,000-$163,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Produce support content for users, aligned with product goals and informed by customer knowledge, performer/industry data, technical capabilities and journey insights.
- Ensure creation and delivery of accurate, effective, high-quality content for all supported channels across locales; drive prompts and moderate output of AI-enabled content creation or publishing tools. Draft and publish content in exception cases where needed; provide feedback to technical teams to help improve functionality and efficiency of AI content drafting tools.
- Stay up-to-date on best practices for “source-of-truth” information structure for consumption by AI tools.
- Collaborate with stakeholders for content project management and partner with product managers and engineers to generate content.
- Monitor the performance of existing content and perform "health checks" to ensure information remains accurate and relevant. Identify and resolve content-related issues.
Qualifications
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in content strategy, copywriting, technical writing, knowledge management or related projects or program management.
Preferred qualifications:
- Experience driving projects with minimal guidance and high attention to detail.
- Experience using generative AI tools to draft content or turn technical information into user-friendly content.
- Experience using analytics to identify gaps and iterate on existing content/generate new content.
- Familiarity with hypertext markup language (HTML), content management systems, taxonomy, and basic UX design principles.
- Ability to work cross-functionally with subject matter experts to gather requirements, validate content accuracy, and manage approvals.