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Content Specialist
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-07-23
Listing for:
Fi
Contract
position Listed on 2026-07-23
Job specializations:
-
IT/Tech
Technical Writer
Job Description & How to Apply Below
Location: New York
Responsibilities
- 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’s 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’s moving fast, and you’ll be the person CX leans on when something needs to be documented right
- 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 work streams 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
- Flexible PTO
- Full medical, dental, and vision insurance
- Free access to One Medical, Kindbody, and Talkspace
- Bark Back Program ($500 annual donation to a dog charity of your choice)
- Free Fi Membership for your furry best friend(s)
- Gifting program to share the Fi magic with loved ones
- Enough understanding of system architecture and data management to talk shop with Product and Eng
- Comfort with knowledge management systems and content governance
- Hands-on experience with Zendesk Guide
- Strong writing skills with a track record of producing clear, effective content for different audiences
- Project management chops in a fast-paced, ambiguous environment
- A creative, solution-first mindset and genuine curiosity to keep learning
- Experience in customer support, technical support, or customer success
- Experience leading a KB overhaul or content taxonomy project from scratch
- 2-5 years in technical writing, knowledge management, or a related field
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