Role Description We’re looking for a passionate and resourceful Content Strategist who thrives at the intersection of product innovation and user experience. This role is ideal for someone with a start-up mindset, a deep understanding of mobile platforms, and a drive to improve support content that reaches millions of users. You’ll play a key role in shaping Help Center articles, customer support messaging, and content that powers Generative AI systems—all while collaborating with cross-functional teams to deliver clear, empathetic, and effective communication. Key Responsibilities - Write, edit, test, and optimize Help Center articles and customer support responses in alignment with content strategy. - Develop and refine content that enables Generative AI systems to deliver accurate and helpful responses. - Apply and maintain content standards and best practices across all support channels. - Leverage data to inform content decisions, troubleshoot known issues, and influence partner teams to improve user experience. - Manage multiple content projects simultaneously while meeting tight and frequently shifting deadlines. - Test products and collaborate with subject-matter experts to translate technical knowledge into clear, structured documentation. - Partner with product and operations teams to craft support messaging that is clear, effective, and empathetic. Qualifications - Bachelor’s degree in English or a related field from an accredited U.S. institution (or equivalent international degree). - 2+ years of experience in technical writing or content strategy. - At least 6 months of experience writing content for Generative AI applications. - Strong editorial judgment and critical thinking skills, especially around complex or sensitive topics. - Proven ability to plan and author online help content and support messaging for mobile apps or social media platforms. - Experience working with content management systems (CMS). - Familiarity with project management tools. Preferred Qualifications - Experience managing projects in fast-paced, ambiguous environments with competing priorities. - Proficiency in data analysis, XML editing, and AI tools. - Background in content development for large-scale digital platforms. - Experience with mixed-methods research or user testing to inform content decisions. Location Remote (PST or EST) Role Type Contract 12 Month Position Expected Hours 40 per week Benefits - Dental insurance - Health insurance - Health savings account - Life insurance - Paid time off - Retirement plan - Vision insurance Schedule 8 hour shift, Monday to Friday Application Question(s) Do you or will you in the future require any sponsorship to work in the US? Language English (Required)

Role Description itD is seeking a Content Strategist III to help shape and improve the support experience for millions of WhatsApp users worldwide. This role will drive content strategy initiatives that enhance customer support experiences, optimize Generative AI-powered content, and improve chatbot performance through data-driven analysis and content refinement. The ideal candidate will bring expertise in content strategy, technical writing, user support content, and Generative AI content development, with a proven ability to deliver impactful customer-facing content solutions. Location: Remote – Texas (Central Time Zone preferred) Duration: 12 Months Please note that we are only considering direct W2 candidates at this time, as we are unable to offer sponsorship. Responsibilities - Conduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causes. - Analyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvements. - Resolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiences. - Triage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentation. - Test and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experience. - Write, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practices. - Collaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support content. - Apply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiences. - Manage multiple projects simultaneously while balancing competing priorities and adapting to evolving business needs. - Identify workflow improvements and provide recommendations to enhance content processes, tooling, and operational efficiency. Internal Responsibilities - Attend regular internal practice community meetings. - Collaborate with your itD practice team on industry thought leadership. - Complete client case studies and learning material (blogs, media material). - Build out material to contribute to the Digital Transformation practice. - Attend internal itD networking events (in person and virtual). - Work with leadership on career fast-track opportunities. Qualifications - Bachelor’s degree in English, Communications, or a related field (or equivalent international qualification). - 2+ years of experience in content strategy, technical writing, or related content-focused roles. - 6+ months of experience developing content for Generative AI applications. - Experience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platforms. - Demonstrated ability to evaluate complex content issues and exercise strong editorial judgment. - Experience with Content Management Systems (CMS). - Experience using project management tools to manage deliverables and deadlines. - Strong written communication, content development, and editing skills. - Ability to conduct root cause analysis and troubleshoot content-related user experience issues. Preferred Qualifications and Skills - Experience managing projects in fast-paced, ambiguous environments. - Familiarity with data analysis and reporting tools. - Experience with XML editing. - Experience working with AI tools and prompt engineering techniques. - Experience debugging user-facing product issues. - Basic experience with data querying, scripting, or analytical tools to assess issue impact and prevalence. - Experience supporting AI-powered customer support platforms or chatbot experiences. Education - Bachelor’s degree in English, Communications, Journalism, Technical Writing, or a related field, or equivalent work experience. Benefits - Comprehensive medical benefits. - 401k plan. - Paid holidays. - Networking & career learning and development programs. Company Description About itD: We are part of a new generation of consulting and software development company that blends diversity, innovation, and integrity with real business results. Our structure rejects any strong hierarchy, empowering us to deliver excellent results. We are a woman- and minority-led firm. Every day, we challenge ourselves to be considerate, fair and to re-think what great outcomes mean for our customers. This permeates down to how we approach every interaction, on every project, for every client. The itD Digital Experience: Joining us means you’ll be part of our global community, you have a say about your own career journey, and you’ll get a chance to give back to causes that matter. You will experience working with Fortune 500 companies and high-performance teams across numerous industries. itD offers our employees excellent benefits such as medical, dental, vision, life insurance, paid holidays, 401K + matching.

• Content Strategy & Planning: Own the content strategy and monthly roadmap, aligned to product launches, events, and trending topics. Communicate, maintain and enforce an editorial calendar that keeps the team focused and on schedule. • Content Creation & Quality: Lead the production of high-quality and engaging content across a variety of formats, including blog posts, web pages, research reports, case studies, infographics, and videos. Uphold the bar for accuracy, voice, and editorial standards. • SEO/AEO Optimization: Partner with our in-house team to optimize content for search visibility and AEO to drive site traffic and qualified conversions. • Thought Leadership: Collaborate with subject matter experts to develop thought leadership content that earns SpyCloud recognition as the authoritative voice in identity threat protection. • Lead Generation: Develop assets that support lead generation and nurture campaigns in collaboration with the demand gen and product marketing teams. • Distribution & Amplification: Plan and execute multi-channel distribution strategies across web, email, and social channels. • Audience & Industry Segmentation: Map content to target personas and key verticals, tailoring messaging to specific pain points and buying triggers. • Performance & Optimization: Analyze content performance metrics and use data to optimize content strategies and prioritize the highest-impact content. • Team Leadership: Lead and mentor a team of content creators and agency partners, fostering a collaborative and high-impact creative culture. • Brand Voice Governance: Serve as a steward of SpyCloud's editorial voice and content standards across all channels and contributors.

Role Description Join us at a pivotal moment for The Mattress Shop, 3Z Brands’ new consumer-facing mattress marketplace designed to expand our reach and meet customers where they are in their shopping journey. The Content Manager will own the strategy for translating The Mattress Shop’s unique structural advantages into a credibility infrastructure that genuinely serves the mattress shopper. This role is responsible for building a cohesive body of content that helps shoppers make confident decisions, drives onsite conversion rate, and creates compounding demand across the full 3Z portfolio. This role is strategic in nature, serving as the authority and conductor of a broader content operation rather than writing content or producing video directly. This person sets the vision, directs writers, video producers, and agency partners, and holds contributors accountable to the roadmap. Success in this role is measured by onsite conversion rate, organic traffic growth, and citation share in AI-generated answers. Key Responsibilities - Content Strategy: - Define and evolve a content framework for The Mattress Shop, aligning topics, format priorities, and production sequencing with paid media goals, SEO/AEO targets, and CVR improvement. - Conduct regular content performance analyses to identify growth areas and drive a test-and-learn approach to content iteration. - SEO & AEO-Driven Content Production: - Lead the strategy and production schedule for long-form content with an SEO and AEO-first lens, including best-for landing pages, buying guides, sleep-need content, and brand and product comparisons. - Identify and own the high-value queries where The Mattress Shop should be the cited source in prominent LLMs. Leverage tracking tools & analytics to measure growth. - Contribute to YouTube content strategy by identifying video topics with organic search or AI citation opportunity. - Paid Social & Brand Content: - Support content and creative initiatives for paid channels that engage current and prospective buyers with the 3Z and Mattress Shop portfolio value proposition. - Collaborate with performance marketing teams to ensure paid creative aligns with audience segments, funnel stage, and campaign objectives. - Cross-Functional Support & Creative Operations: - Manage the creative briefing process with freelance writers and video producers, writing clear briefs and coordinating timelines and revisions. - Support Ecommerce and Marketing teams with onsite content and creative needs tied to SEO/AEO visibility, product presentation, and paid media asset production. - Support the execution of key brand promotion campaigns, seasonal content pushes, and new product launches. - Brand & Asset Management: - Develop and enforce content style guides, voice guidelines, and editorial standards that allow consistent production at scale. - Help maintain brand asset libraries for The Mattress Shop in coordination with 3Z Brand teams to ensure consistency across the portfolio. Qualifications - 3+ years of experience in content strategy, editorial, or digital marketing with a meaningful SEO component. - Demonstrated ability to build and execute a content roadmap, thinking in systems and prioritizing strategically across multiple workstreams. - Working knowledge of SEO fundamentals: keyword research, on-page optimization, content structure, and performance tracking. - Familiarity with how AI search tools surface content and a genuine interest in how that continues to evolve. - Strong editorial instincts with the ability to write a well-crafted brief, give clear feedback, and hold a high bar for content quality. - Experience managing freelancers or agency partners, including writing briefs, providing feedback, and holding production schedules. - Comfortable in a data-informed environment with the ability to interpret content performance and translate it into actionable next steps. Nice to Have - Experience in ecommerce content including PDPs, category pages, comparison tools, or landing page copy. - Exposure to the mattress, sleep, or home goods category. - Experience with AI content tools used within an editorial workflow. - Familiarity with Shopify or other ecommerce CMS platforms. - Video content experience including briefing, scripting, or project management for short-form or YouTube content. Mindset - Naturally curious and consumer-obsessed with a genuine interest in understanding how people shop, research, and make decisions. - Editorially rigorous with a high bar for accuracy, voice, and helpfulness. - Comfortable with ambiguity and early-stage challenges, seeing a blank content calendar as an opportunity rather than a problem. - Cross-functional by instinct, building relationships easily and working well with teams that have different goals and perspectives. - Execution-oriented, closing the loop and moving projects from brief to published without being managed. Benefits - Competitive salary commensurate with experience. - Comprehensive medical, dental, and vision insurance. - 401(k) with company match. - Hybrid and remote work policy. - Employee referral program. - A free mattress from any 3Z brand. - Friends family discount on all 3Z products. - A supportive, team-focused culture guided by our core values: Care, Commitment, and Curiosity.