Content Specialist

About the Company

Fi is a team working to transform the human-pet relationship through cutting-edge technology. We develop real-time location tracking, activity, sleep, and behavior monitoring tools to help pets live longer, better lives.

Responsibilities

• Write, edit, and maintain Knowledge Base articles for internal agents and member-facing platforms
• Build agent enablement guides, help center articles, 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
• Partner with CX leaders and trainers to keep procedures and training aligned
• Manage content intake and publishing through Zendesk/Jira
• Optimize content structure and taxonomy using analytics and UX insight
• Represent content in cross-functional workstreams like product launches and policy changes

Requirements

• 2-5 years in technical writing, knowledge management, or a related field
• Strong writing skills for different audiences
• Experience in customer support, technical support, or customer success
• Hands-on experience with Zendesk Guide
• Understanding of system architecture and data management
• Experience leading a KB overhaul or content taxonomy project
• Project management skills in fast-paced environments