CX Content Lead

Summary

Join Fi, a company revolutionizing the dog-human relationship through cutting-edge technology, as their Content Lead! This role involves leveraging AI to redefine customer content engagement, making it smarter and more accessible. You will own content strategy, optimize support content, automate content creation, and analyze content performance. The ideal candidate possesses deep AI expertise, proven experience in customer support or content strategy, and a data-driven approach. Fi offers a dog-friendly NYC office and competitive benefits, including flexible PTO, comprehensive health coverage, wellness perks, and a unique BarkBack program.

Requirements

• Deep expertise in AI-driven content automation , with a passion for pushing the boundaries of AI to improve efficiency
• Proven experience in customer support, content strategy, or knowledge management , building intuitive, scalable content solutions
• Data-driven and customer-focused , using analytics and feedback to refine content and drive engagement
• Strategic yet hands-on , able to set a vision while diving in to make things happen
• Obsessed with automation , constantly looking for ways to streamline processes and elevate the customer experience
• Multilingual skills with the ability to structure and optimize content for diverse audiences

Responsibilities

• Redefine Fi’s content ecosystem with AI-powered tools to automate and enhance customer success resources
• Own content strategy across teams , using AI to improve self-service, streamline support, and elevate customer interactions
• Optimize and scale support content , ensuring it’s structured, searchable, and user-friendly
• Leverage agentic AI to automate content creation and updates without sacrificing quality
• Continuously analyze and refine content , improving accessibility, discoverability, and engagement
• Implement AI-driven workflows to efficiently organize and maintain content
• Develop guidelines for AI-assisted content , ensuring consistency and high editorial standards
• Drive innovation , exploring new AI and automation strategies to transform the customer experience
• Build and optimize multilingual AI-driven support content

Preferred Qualifications

Love dogs?

Benefits

• Time to Recharge : Enjoy flexible PTO to take the breaks you need
• Top-Notch Health Coverage : We’ve got your back (and teeth and eyes) with full medical, dental, and vision insurance
• Wellness Perks: Free access to One Medical, Kindbody, and Talkspace to keep you feeling your best
• Give Back to the Pups : Make tails wag with a $500 annual donation to a dog charity of your choice through our BarkBack Program
• Free Fi Membership : Your furry best friend(s) get all the benefits of a Fi collar, on us!
• Love for Friends + Family : Share the Fi magic with loved ones through our gifting program