Content & Training Manager

About the Role

The role entails managing the day-to-day operations of Fi's Help Center and internal knowledge base, ensuring that content is accurate, up-to-date, and aligned with product updates, policy changes, and new launches. You will also oversee agent training programs, maintain LMS content, and support new product launch training as needed. As a leader, you will provide direction to the Content Specialist and Training Lead, serving as the primary point of contact for cross-functional stakeholders and keeping the VP of CX informed on progress and decisions.

Fi's commitment to innovation and customer satisfaction makes this role both challenging and rewarding. As the company expands internationally, the need for a skilled Content & Training Manager who can adapt and grow with the organization is paramount.

What You Will Do

• Own and manage Fi's Help Center and internal knowledge base, ensuring content is accurate and up-to-date.
• Develop and implement an AI-optimized content strategy, partnering with the AI team to improve answer accuracy and resolution rates.
• Oversee the day-to-day management, optimization, and governance of the Help Center and knowledge base.
• Maintain content aligned with product updates, policy changes, and new launches, including international adaptation for EU markets.
• Manage and oversee agent training for internal and BPO teams, ensuring compliance and supporting new product launch training.
• Provide direction and leadership to the Content Specialist and Training Lead.
• Serve as the primary point of contact for cross-functional stakeholders and keep the VP of CX informed on progress, blockers, and decisions.
• Collaborate with the AI team to optimize content for Decagon, contributing to the goal of 90%+ AI bot solves.
• Develop and maintain LMS content to support agent training and ensure compliance.

What We Are Looking For

• 5+ years of experience in CX content, knowledge management, or enablement roles.
• 2+ years of managing or leading a content/training function.
• Hands-on experience with AI tools in a CX context, including deflection, agent assist, chatbots, or content optimization for AI consumption.
• Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar).
• Strong project management skills, with comfort using Asana or similar tools.
• Excellent written communication skills, with the ability to write clear, customer-friendly content quickly.
• Experience with international adaptation of content for EU markets.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong analytical and problem-solving skills, with attention to detail.

Nice to Have

• Experience with content optimization for SEO.
• Knowledge of HTML and CSS.
• Familiarity with LMS platforms and content development.
• Certification in content management or a related field.
• Experience working in a remote or distributed team environment.

Benefits and Perks

• Competitive hourly rate ($40-$50 per hour).
• Opportunity to work with a pioneering company in the pet technology industry.
• Collaborative and dynamic work environment.
• Professional development opportunities.
• Flexible working hours and remote work arrangements.
• Access to cutting-edge technology and tools.
• Comprehensive benefits package, including health insurance and 401(k) matching.
• Generous PTO and holiday policy.

• Ensure your resume and cover letter are tailored to the Content & Training Manager role, highlighting your experience with AI-optimized content and knowledge management.
• Develop a portfolio that showcases your ability to create clear, customer-friendly content and your experience with Help Center platforms.
• Prepare to discuss your strategy for optimizing content for AI consumption and your experience with AI tools in a CX context.
• Be ready to provide specific examples of your project management skills and experience with cross-functional teams.
• Research Fi's mission and values to understand the company culture and how you can contribute to its goals.
• Practice your communication skills, as excellent written and verbal communication is key to success in this role.