Fi

Content Specialist

New York, U.S.

Contractor

$25 – $40 per hour

TLDR

Own the Knowledge Base for internal agents and member self-service, aligning content with Product, Engineering, Legal, and Ops to keep it clear and current.

Welcome to Fi. We’re a passionate team from Square, Google, TikTok, Peloton, Uber, and more working to transform the human-pet relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning. The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pet feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of pet ownership together. Fi is looking for a Content Specialist! 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. What You'll Do:

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

What You'll Bring:

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

Fi is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Fi makes hiring decisions based solely on qualifications, merit, and our needs at the time.

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Fi

Fi creates innovative GPS and health tracking solutions for dogs through their Smart Dog Collar Fi Series 3, offering features like live tracking and activity monitoring. Targeted at pet owners in the U.S., Fi enhances the human-pet bond by utilizing technology to keep pets safe and healthy.

Founded: Founded 2017
Employees: 51-200 employees
Industry: Health Care Providers & Services
Total raised: $40M raised

Healthcare Manufacturing & Industrial

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Content Specialist