Content & Training Manager

• AI-Optimized Content Strategy: Own Help Center and IKB content with an AI-first mindset. Partner with our AI team to optimize content for Decagon, improving answer accuracy and resolution rates — contributing to our goal of 90%+ AI bot solves.

• Help Center & Knowledge Management: Own day-to-day management, optimization, and governance of Fi's external Help Center and internal Knowledge Base. Keep content accurate and aligned with product updates, policy changes, and new launches — including international adaptation for EU markets.

• Training Program Oversight: Oversee agent training for internal and BPO teams. Maintain LMS content, ensure compliance, and support new product launch training as needed.

• Team Leadership: Provide day-to-day direction to the Content Specialist and Training Lead. Serve as the primary point of contact for cross-functional stakeholders and keep the VP of CX looped in on progress, blockers, and decisions.

• 5+ years in CX content, knowledge management, or enablement roles

• 2+ years managing or leading a content/training function

• Hands-on experience with AI tools in a CX context — deflection, agent assist, chatbots, or content optimization for AI consumption

• Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar)

• Strong project management skills; comfortable with Asana or similar tools

• Excellent written communication — you write clear, customer-friendly content quickly

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.