Fi

Content and Training Manager

Fi

contract

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $40 - $50 per hour

About the role

  • 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
  • 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
  • Oversee agent training for internal and BPO teams
  • Maintain LMS content, ensure compliance, and support new product launch training as needed
  • Provide day-to-day direction to the Content Specialist and Training Lead

Requirements

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
content managementknowledge managementAI toolscontent optimizationproject management
Soft Skills
written communicationleadershiptrainingdirection