💼 About This Role

You'll own Fi's knowledge and training ecosystem during AI-driven transformation and international growth. You'll build an AI-optimized content ecosystem that gets the right answer to the right person before they even ask. This is a full-time contractor role covering a planned maternity leave from mid-2026 through December 2026.

🎯 What You'll Do

• Optimize Help Center and internal knowledge base content for AI consumption.
• Oversee agent training programs and maintain LMS content.
• Run QA calibration sessions and close gaps between QA and training.
• Provide direction to 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.
• Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar).

✨ Nice to Have

• Experience optimizing content for AI/LLM consumption (structured data, semantic chunking, intent mapping).
• Familiarity with platforms like Decagon, Ada, or Forethought.
• Background in DTC/consumer tech or hardware.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Medical, dental, and vision coverage
• 📈 Equity package
• 🍼 Parental leave
• 🐾 Pet-friendly office

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Cross-functional Panel· 60 min

🚩 Heads Up

• 6-7 month contract covering maternity leave without guaranteed extension.