Content Specialist

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
• 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

The anticipated base rate for this position is $40-50 per hour. The actual base rate offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.