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Content Specialist

Fi Smart Dog Collar

Job Location:

New York City, NY - USA

Hourly Salary: $ 25 - 40

Posted: 15 July 2026 (30+ days ago)

Application Deadline: 12 October 2026

Vacancies: 1 Vacancy

Job Summary

Welcome to Fi.

Were 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 teams 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 thats 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. Thats the future were building at Fi.If youre 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!

Fis Customer Success org runs on knowledge and we need someone to own it. Youll build and maintain the Knowledge Base that powers our internal agents and member-facing self-service turning complex policies and processes into content thats clear scannable and actually useful. Youll work closely with Product Engineering Legal and Ops to keep support content in lockstep with a product thats moving fast and youll be the person CX leans on when something needs to be documented right.

What Youll Do:

Write edit and maintain Knowledge Base articles for internal agents and Fis 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 Youll 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

$25 - $40 an hour

The anticipated base rate for this position is $25-40 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.

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.

Required Experience:

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