Content Specialist

Fi; New York (NY); On-site; USD 34,440 - 55,104; Full time

Job summary

Fi is seeking a Content Specialist to own the Knowledge Base for internal agents and member-facing platforms. You will craft clear, scannable content and collaborate with Product, Engineering, Legal, and Ops to keep docs aligned with a fast-moving product.

You will maintain agent enablement guides, in-product support content, and published templates, while driving content quality metrics and 24‑hour updates for high-impact changes.

Qualifications

• 2–5 years of technical writing or knowledge management experience.
• Strong writing skills for clear, usable content across audiences.
• Experience in customer support, technical support, or customer success.
• Hands-on experience with Zendesk Guide and content governance.

Responsibilities

• Write, edit, and maintain Knowledge Base articles for internal agents and member-facing platforms.
• Build agent enablement guides, help center articles, templated replies, and in-product content.
• Identify and fix content gaps, duplication, and inconsistencies to improve first-contact resolution.
• Keep internal process documentation current and standardized across platforms.
• Represent content in cross-functional workstreams like product launches and policy changes.

Skills

Technical writing

Knowledge management

Project management

Tools

Zendesk Guide

Job description

Fi is looking for a Content Specialist!

Fi’s Customer Success org runs on knowledge, and we need someone to own it. You’ll build and maintain the Knowledge Base that powers our internal agents and member‑facing self‑service, turning complex policies and processes into content that is clear, scannable, and actually useful. You’ll work closely with Product, Engineering, Legal, and Ops to keep support content in lockstep with a product that is moving fast, and you’ll be the person CX leans on when something needs to be documented right.

What You’ll Do:

• Write, edit, and maintain Knowledge Base articles for internal agents and Fi’s member‑facing platforms
• Build agent enablement guides, help center articles, templated replies, and in‑product support content
• Spot and fix content gaps, duplication, and inconsistencies to drive first‑contact resolution
• Keep internal process documentation current and standardized across platforms
• Set the bar for content clarity and accessibility across the CX org
• Partner with CX leaders and trainers to keep procedures, training, and KB content aligned
• Collect and act on agent feedback to make the KB sharper and easier to use
• Lead small continuous improvement projects tied to documentation and CX goals
• Represent content in cross‑functional workstreams like product launches and policy changes
• Own communication of KB updates across the CX team
• Manage content intake and publishing through Zendesk/Jira, with 24‑hour turnaround on high‑impact updates
• Optimize content structure and taxonomy using analytics and UX insight
• Build feedback loops to keep content improving over time
• Hit monthly content KPIs and own your numbers

What You’ll Bring:

• 2‑5 years in technical writing, knowledge management, or a related field
• Strong writing skills with a track record of producing clear, effective content for different audiences
• Experience in customer support, technical support, or customer success
• Comfort with knowledge management systems and content governance
• Project management chops in a fast‑paced, ambiguous environment
• A creative, solution‑first mindset and genuine curiosity to keep learning
• Hands‑on experience with Zendesk Guide
• Enough understanding of system architecture and data management to talk shop with Product and Eng
• Experience leading a KB overhaul or content taxonomy project from scratch

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time.

25 - 40 USD

The anticipated base rate for this position is $25‑40 per hour. The actual base rate offered will depend on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.