Description

We're seeking a strategic thinker and AI expert to own and revolutionize content at Fi—someone who deeply understands and envisions the future of customer experience through the powerful lens of automation, Artificial Intelligence (AI), and unparalleled efficiency.

In this pivotal role, you will redefine how our customers engage with content, strategically leveraging AI-driven automation to make it significantly smarter, inherently more intuitive, and effortlessly accessible at every touchpoint. You will be instrumental in shaping the overall content strategy and owning its meticulous execution, setting exceptionally high standards for quality and innovation, and fundamentally transforming how we deliver knowledge and support—ensuring that every article, help document, and support interaction feels seamless, personalized, and future-proof.

What You'll Do

• Redefine Fi’s content ecosystem: Strategically implement and optimize AI-powered tools to automate and significantly enhance our customer success resources across all platforms.
• Own content strategy with AI: Drive the overarching content strategy across all customer-facing teams, leveraging the power of AI to dramatically improve self-service capabilities, streamline support workflows, and elevate the quality and effectiveness of all customer interactions.
• Optimize and scale support content: Systematically optimize and strategically scale our support content infrastructure, ensuring it is meticulously structured, highly searchable, consistently up-to-date, and exceptionally user-friendly for our diverse customer base.
• Leverage agentic AI: Explore and implement agentic AI solutions to intelligently automate content creation and updates without ever sacrificing quality, accuracy, or brand voice.
• Continuously analyze and refine content: Employ data-driven methodologies to continuously analyze and strategically refine existing content, significantly improving its overall accessibility, discoverability, and user engagement metrics.
• Implement AI-driven workflows: Design and implement efficient AI-driven workflows to intelligently organize, seamlessly manage, and proactively maintain our extensive content library.
• Develop AI content guidelines: Establish clear and comprehensive guidelines for AI-assisted content creation and curation, ensuring consistent quality, adherence to brand voice, and the maintenance of high editorial standards across all AI-generated and AI-enhanced content.
• Drive innovation in CX: Proactively drive innovation by continuously exploring new and emerging AI and automation strategies with the potential to fundamentally transform and elevate the entire customer experience.
• Build multilingual AI support: Strategically build and optimize multilingual AI-driven support content, ensuring effective communication and accessibility for our global customer base.

What We’re Looking For

• Deep expertise in AI-driven content automation: Possess a strong and demonstrable expertise in leveraging AI-powered tools and techniques for content automation, coupled with a genuine passion for pushing the boundaries of AI to achieve unprecedented levels of efficiency and customer satisfaction.
• Proven experience in customer support, content strategy, or knowledge management: Demonstrate a proven track record of success in customer support, content strategy development, or knowledge management, with a focus on building intuitive and highly scalable content solutions that drive positive customer outcomes.
• Data-driven and customer-focused: Be highly data-driven and deeply customer-focused, consistently utilizing analytics and direct customer feedback to strategically refine content strategies and drive significant improvements in user engagement.
• Strategic yet hands-on: Possess the ability to think strategically and articulate a clear vision while also being a highly hands-on individual who is eager to dive in and make things happen effectively.
• Obsessed with automation: Exhibit a strong obsession with automation, constantly identifying and implementing innovative ways to streamline processes, eliminate inefficiencies, and elevate the overall customer experience through intelligent automation.
• Multilingual skills: Possess strong multilingual skills with the proven ability to strategically structure and optimize content for diverse linguistic and cultural audiences.
• Bonus: Love dogs? Our vibrant NYC office is dog-friendly!

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.