Content Specialist

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $25 - $40 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

✍️ Content Marketing Manager

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Fi

WebsiteLinkedInAll Job Openings

51 - 200 employees

Fi is rethinking the relationship between dogs and humans.

📋 Description

• 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

🎯 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