Remote Content and Training Coordinator at Fi

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Join the Fi Team!

Fi is hiring a

About Fi

Welcome to Fi! We are a dynamic team comprised of professionals from top companies like Square, Google, TikTok, Peloton, and Uber, united by a common goal: to transform the human-pet relationship. Our mission is to develop cutting-edge technology that redefines pet parenthood. The pet industry is ripe for innovation, and we are committed to leading the change. By leveraging our team’s expertise, we’re striving to enhance the lives of millions of pets across the U.S.

Our Vision

Real-time location tracking, activity monitoring, sleep analysis, and behavior insights—this is just the start. The most exciting part of our work involves bridging the communication gap between pets and humans. Imagine a world where pet owners can understand their pets’ needs in real-time and ensure their well-being. That’s the future we’re building at Fi.

Why Work at Fi?

If you thrive in innovative and collaborative environments and are passionate about improving the lives of pets, Fi could be the perfect fit for you. Join us in our quest to achieve the “impossible,” as we work together to redefine pet ownership.

Open Position: Content & Training Manager

We are seeking a Content & Training Manager to lead our knowledge and training ecosystem during a critical phase of AI-driven transformation and international growth. The landscape of customer support is changing rapidly, and we are determined to stay ahead. We’re transitioning from static FAQs to an AI-optimized content environment where answers reach users proactively.

Role Overview

This full-time contractor role (~6–7 months) will cover a planned maternity leave from mid-May/June 2026 through December 2026. You will start 4–6 weeks prior to the leave, working closely with the current Senior Manager during the transition before taking full ownership.

Key Responsibilities

• AI-Optimized Content Strategy: Own the Help Center and internal knowledge base content with an AI-first mindset. Collaborate with our AI team to enhance content accuracy and achieve our goal of 90%+ AI bot resolutions.
• Help Center & Knowledge Management: Manage and optimize Fi’s Help Center and internal knowledge base daily, ensuring content aligns with product updates, policy changes, and international adaptations.
• Training Program Oversight: Oversee training for internal and BPO teams, maintaining LMS content’ compliance while supporting new product launch training as necessary.
• Team Leadership: Direct the Content Specialist and Training Lead, serving as a primary contact for cross-functional stakeholders while keeping the VP of CX updated on progress.

Qualifications

• 5+ years of experience in CX content, knowledge management, or enablement roles.
• 2+ years of experience managing or leading a content/training function.
• Hands-on experience with AI tools related to customer experience, such as deflection and content optimization.
• Experience managing Help Center platforms (e.g., Zendesk Guide, Intercom).
• Strong project management skills; familiarity with tools like Asana is a plus.
• Excellent written communication skills—able to produce clear, customer-friendly content quickly.

Compensation

The anticipated pay rate for this position is between $40 and $50 per hour. The final rate will depend on various factors such as qualifications, experience, education level, and any relevant certifications.

Commitment to Diversity

Fi is an equal opportunity employer that values diversity and inclusion in the workplace. We uphold a strict policy against discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, or any other protected characteristic under federal, state, or local laws. Our hiring decisions are based solely on qualifications, merit, and the needs of our organization.

Location

New York, NY

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