The Next Generation of Smart Dog Collars
Content Specialist
Location
United States
Posted
5 days ago
Salary
$25 - $40 / hour
Seniority
Mid Level
Job Description
Content Specialist
Fi
• 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
Job Requirements
- 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
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