Content Specialist

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

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