Content & Training Manager

Fi • New York, NY

2d • $40 - $50

About The Position

Fi is looking for a Content & Training Manager to own our knowledge and training ecosystem during a pivotal period of AI-driven transformation and international growth. The way customers and agents access information is changing fast — and we're building ahead of it. We're moving past static FAQs and canned responses toward an AI-optimized content ecosystem where the right answer reaches the right person before they even have to look. This role sits at the center of that shift, owning Fi's Help Center, internal knowledge base, and agent training programs across a period of significant product launches and international expansion.
This is a full-time contractor role (~6–7 months) covering a planned maternity leave from mid-May/June 2026 through December 2026. You'll start 4–6 weeks before the leave begins, work directly with the current Senior Manager through handoff, then take full ownership from there.

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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed