Content Strategist

 

 

Role overview:

• Own the end-to-end content experience for millions of Match users, from help center articles to real-time support during policy changes and product launches

• Balance strategic ownership (setting the roadmap, voice/tone and editorial standards, defining what success looks like) with hands-on execution (writing, editing, and publishing content)

• Use data to identify where self-service can replace live support, reducing ticket volume and improving the overall customer experience

• Example projects: running full content audits across multiple Match Group brands (inventory, quality scoring, gap analysis), designing taxonomies and tag structures that hold up at scale, or building a migration plan for a major policy rollout, deciding what content moves, what gets rewritten, and what retires

How you’ll make an impact:

• Own the roadmap for help center and support content, with the goal of creating the best end-to-end customer experience and reducing reliance on live support through self-service

• Analyze help center performance data (traffic, search terms, deflection rate, CSAT) to prioritize the content roadmap and identify new self-service opportunities

• Write, edit, and publish content for product launches, policy updates, and workflow updates, ensuring accuracy and consistency

• Define success measures for the program and be accountable for measurable improvements in content discovery, self-serve resolution, and quality

• Set the standards for how content gets written, categorized, and published, including the style guide, taxonomy, and review process, and conduct regular audits to catch outdated, inaccurate, or inconsistent content before it affects the customer experience

We could be a match if:

• 4+ years of experience in content strategy, knowledge management, or UX writing, ideally within a support, trust & safety, or operations environment

• Excellent verbal and written communication skills, with high attention to detail and a strong editorial eye, comfortable both writing cleanly and editing others' work to the same standard

• Deep, hands-on fluency with the systems a modern support operation runs on: content management and ticketing platforms (Zendesk or equivalent), and website and product analytics

• Experience running structured content audits, including how you scored and prioritized content quality

• Ability to own a domain end to end: define the operating model, set priorities and explicit trade-offs, and drive durable outcomes without formal authority

• Excellent problem-solving skills, with the ability to translate ambiguous business and regulatory challenges into structured, actionable plans

• Strong interpersonal skills and the ability to influence and align stakeholders across Operations, Product, Engineering, Legal, and Policy

What’s the team like? 

• This role reports to the Sr. Manager, Customer Experience

• Help millions of users get accurate answers on their own terms, reducing friction and building trust in every product we support, so live support is reserved for what genuinely needs a person

• You'll work in a fast-moving, cross-functional environment, partnering closely with Product, Ops, Legal, and Policy to keep content ahead of launches and policy changes

• Success looks like measurable progress toward an industry-standard customer experience, reflected in higher customer satisfaction and retention, and driven day-to-day by improvements in self-serve resolution, ticket deflection, and content quality