Content & Training Manager

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</p><p style="margin-top: 0pt; margin-bottom: 0pt;"><strong><span style="font-size: 12pt; font-family: 'DM Sans', sans-serif;">Welcome to Fi.&nbsp;</span></strong></p>
<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: 'DM Sans', sans-serif;">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.</span></p>
<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: 'DM Sans', sans-serif;">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.</span></p>
<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 12pt; font-family: 'DM Sans', sans-serif;">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.</span></p>
<p style="margin-top: 0pt; margin-bottom: 0pt;">&nbsp;</p>
<p style="margin-top: 12pt; margin-bottom: 12pt;"><strong><span style="font-size: 11pt; font-family: Arial, sans-serif;">Fi is looking for a Content &amp; Training Manager!</span></strong></p>
<p style="margin-top: 12pt; margin-bottom: 12pt;"><span style="font-size: 11pt; font-family: Arial, sans-serif;">Fi is looking for a Content &amp; 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.</span></p>
<p style="margin-top: 12pt; margin-bottom: 12pt;"><span style="font-size: 11pt; font-family: Arial, sans-serif;">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.</span></p>
<p></p>\n<p></p><p><br></p><b>What You'll Do:</b><div>
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<p style="margin-top: 12pt; margin-bottom: 0pt;"><strong><span style="font-size: 11pt;">AI-Optimized Content Strategy:</span></strong><span style="font-size: 11pt;"> 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.</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><strong><span style="font-size: 11pt;">Help Center &amp; Knowledge Management:</span></strong><span style="font-size: 11pt;"> 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.</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><strong><span style="font-size: 11pt;">Training Program Oversight:</span></strong><span style="font-size: 11pt;"> Oversee agent training for internal and BPO teams. Maintain LMS content, ensure compliance, and support new product launch training as needed.</span></p>
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<p style="margin-top: 0pt; margin-bottom: 12pt;"><strong><span style="font-size: 11pt;">Team Leadership:</span></strong><span style="font-size: 11pt;"> 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.</span></p>
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</div><p><br></p><b>What You'll Bring:</b><div>
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<p style="margin-top: 12pt; margin-bottom: 0pt;"><span style="font-size: 11pt;">5+ years in CX content, knowledge management, or enablement roles</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt;">2+ years managing or leading a content/training function</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt;">Hands-on experience with AI tools in a CX context — deflection, agent assist, chatbots, or content optimization for AI consumption</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt;">Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar)</span></p>
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<p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt;">Strong project management skills; comfortable with Asana or similar tools</span></p>
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<p style="margin-top: 0pt; margin-bottom: 12pt;"><span style="font-size: 11pt;">Excellent written communication — you write clear, customer-friendly content quickly</span></p>
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</div><p><br></p><p></p>\n<div>$40 - $50 an hour</div><small><div>
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<div>The anticipated base rate for this position is $40-50 per hour. The actual base rate offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.</div>
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<div data-qa="closing-description">&nbsp;</div>
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</p><p style="margin-top: 0pt; margin-bottom: 0pt;"><span style="font-size: 11pt; font-family: 'DM Sans', sans-serif;">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.</span></p>
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