Knowledge Base Lead for CX & Self‑Service

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 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.