Content Specialist (Contract)

Join Fi's Customer Success team as a Content Specialist. In this contract role, you will be responsible for building and maintaining the Knowledge Base that powers internal agents and member-facing self-service. You will work closely with various departments to ensure support content is aligned with the fast-moving product. Your tasks will include writing and editing Knowledge Base articles, building agent enablement guides, spotting and fixing content gaps, and optimizing content structure. You will also manage content intake and publishing through Zendesk/Jira and hit monthly content KPIs.

• Write, edit, and maintain Knowledge Base articles for internal agents and member-facing platforms.
• Spot and fix content gaps, duplication, and inconsistencies to drive first-contact resolution.
• Manage content intake and publishing through Zendesk/Jira, with 24-hour turnaround on high-impact updates.
• Enough understanding of system architecture and data management to talk shop with Product and Eng
• Comfort with knowledge management systems and content governance
• Hands-on experience with Zendesk Guide
• Strong writing skills with a track record of producing clear, effective content for different audiences
• Project management chops in a fast-paced, ambiguous environment
• A creative, solution-first mindset and genuine curiosity to keep learning
• Experience in customer support, technical support, or customer success
• Experience leading a KB overhaul or content taxonomy project from scratch
• 2-5 years in technical writing, knowledge management, or a related field