Content Specialist

Fi tryfi.com Open · verified Aug 17, 2026

On-site New York Contract Mid-level Content Creation

Mid-level Content Creation role at Fi. New York · contract · no salary stated · we estimate $75,357–$117,500.

Estimated pay

Fi has not published a salary for this role. The figure below is our estimate, not theirs.

$75,357 – $117,500

What the middle half of mid-level content creation roles in New York paid, among postings that did state a salary.

Worked out from 17 postings that stated pay, median $92,500. Last updated Aug 15, 2026.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Write and update Knowledge Base content for internal agents and Fi members
Create enablement guides, help articles, reply templates, and in-product support content
Audit documentation for gaps and duplication, then improve its usefulness for support teams
Coordinate with Product, Engineering, Legal, Ops, CX leaders, and trainers as processes change
Manage content intake, publishing, updates, taxonomy, feedback, and monthly performance targets

What you bring

Two to five years in technical writing, knowledge management, or a related area
Strong writing ability across multiple audiences, including customer-support content
Experience in customer support, technical support, or customer success
Knowledge of content governance, knowledge-management systems, and project work in ambiguous settings, plus hands-on Zendesk Guide experience
Experience starting a Knowledge Base overhaul or content-taxonomy project, with enough system and data knowledge to work with Product and Engineering

Who this fits

You’ll suit this role if you enjoy owning customer-support knowledge, improving documentation, and working across teams in a fast-moving environment. The position is an onsite contractor role in New York, and you’ll work with CX, Product, Engineering, Legal, and Ops.

From the employer

Welcome to Fi.

We’re a passionate team from Square, Google, TikTok, Peloton, Uber, and more working to transform the human-pet relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a pet parent. The pet industry remains firmly stuck in the past and we are here to change that. Fi is leveraging our team's talent and expertise to improve the lives of millions of pets in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning.

The most exciting aspect of our work? Bridging the communication gap between pets and humans. Imagine a world where everyone knows how their pet feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping pets live longer, better lives, Fi could be the perfect fit. Join us in our pursuit of the “impossible,” or as we call it here “let me find a way,” to redefine the future of pet ownership together.

Fi is looking for a Content Specialist!

Fi's Customer Success org runs on knowledge, and we need someone to own it. You'll build and maintain the Knowledge Base that powers our internal agents and member-facing self-service, turning complex policies and processes into content that's clear, scannable, and actually useful. You'll work closely with Product, Engineering, Legal, and Ops to keep support content in lockstep with a product that's moving fast, and you'll be the person CX leans on when something needs to be documented right.

What You'll Do:

Write, edit, and maintain Knowledge Base articles for internal agents and Fi's member-facing platforms
Build agent enablement guides, help center articles, templated replies, and in-product support content
Spot and fix content gaps, duplication, and inconsistencies to drive first-contact resolution
Keep internal process documentation current and standardized across platforms
Set the bar for content clarity and accessibility across the CX org
Partner with CX leaders and trainers to keep procedures, training, and KB content aligned
Collect and act on agent feedback to make the KB sharper and easier to use
Lead small continuous improvement projects tied to documentation and CX goals
Represent content in cross-functional workstreams like product launches and policy changes
Own communication of KB updates across the CX team
Manage content intake and publishing through Zendesk/Jira, with 24-hour turnaround on high-impact updates
Optimize content structure and taxonomy using analytics and UX insight
Build feedback loops to keep content improving over time
Hit monthly content KPIs and own your numbers

What You'll Bring:

2-5 years in technical writing, knowledge management, or a related field
Strong writing skills with a track record of producing clear, effective content for different audiences
Experience in customer support, technical support, or customer success
Comfort with knowledge management systems and content governance
Project management chops in a fast-paced, ambiguous environment
A creative, solution-first mindset and genuine curiosity to keep learning
Hands-on experience with Zendesk Guide
Enough understanding of system architecture and data management to talk shop with Product and Eng
Experience leading a KB overhaul or content taxonomy project from scratch

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.