Content Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, edit, and update Knowledge Base articles for internal agents and member-facing platforms of Fi.

• Develop agent enablement materials, help center documentation, templated responses, and in-product support content.

• Identify and rectify content gaps, duplications, and inconsistencies to enhance first-contact resolution.

• Ensure internal process documentation remains current and standardized across all platforms.

• Set a high standard for content clarity and accessibility within the CX organization.

• Collaborate with CX leaders and trainers to ensure alignment of procedures, training, and Knowledge Base content.

• Gather and act on agent feedback to refine the Knowledge Base, making it more intuitive and user-friendly.

• Lead small-scale continuous improvement initiatives linked to documentation and CX objectives.

• Represent content in cross-functional initiatives such as product launches and policy updates.

• Manage communication regarding Knowledge Base updates within the CX team.

• Oversee content intake and publication processes through Zendesk/Jira, ensuring a 24-hour turnaround for high-priority updates.

• Enhance content structure and taxonomy by leveraging analytics and user experience insights.

• Establish feedback mechanisms to facilitate ongoing content improvement.

• Meet monthly content KPIs and take ownership of your performance metrics.

⛳️ Requirements

• 2-5 years of experience in technical writing, knowledge management, or a related field.

• Exceptional writing skills, with a history of producing clear and effective content for diverse audiences.

• Background in customer support, technical support, or customer success roles.

• Familiarity with knowledge management systems and content governance practices.

• Proven project management skills in a dynamic and ambiguous environment.

• A creative, solution-oriented mindset coupled with a genuine eagerness to learn continuously.

• Practical experience using Zendesk Guide.

• Sufficient knowledge of system architecture and data management to engage in discussions with Product and Engineering teams.

• Experience leading a Knowledge Base overhaul or content taxonomy project from inception.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work hours and remote work options.

• A supportive and inclusive company culture.