Content Specialist

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