Welcome to Fi.
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
Skills Required
- 2-5 years in technical writing, knowledge management, or a related field
- Strong writing skills with experience producing clear content for different audiences
- Experience in customer support, technical support, or customer success
- Comfort with knowledge management systems and content governance
- Project management skills in a fast-paced, ambiguous environment
- Hands-on experience with Zendesk Guide
- Understanding of system architecture and data management to collaborate with Product and Engineering
- Experience leading a knowledge base overhaul or content taxonomy project
What We Do
Fi is rethinking the relationship between dogs and humans. We build products for your dog to live their best life. We are full of experienced, passionate people that have built and shipped outstanding products for Nest, Square, Google and Uber who all care about their dogs. Together, we're bringing a digital revolution to the dog space. Today's collars and leashes are relics from the past; nothing has changed since the 80's. We're using technology to improve the dog space and affect the lives of the 100 million dogs living in the US for the better. The hardest part about being a dog owner is they can't tell you when something is wrong. Fi aims to change that; even by knowing what their 'normal' day of activity is, we're already learning so much more about our dogs than we ever could before. And we're not stopping there. We're looking for people to join us who love a good challenge—and of course, dogs. We set the bar high at Fi. In our world, "impossible" means "let me find a way".
.png){kind=logo}
