CX Content Lead

Welcome to Fi.

We’re a passionate team from Square, Google, Peloton, Uber, and more working to transform the dog-human relationship. Our mission? Develop cutting-edge technology to revolutionize what it means to be a dog parent. The dog 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 the millions of dogs in the U.S. Real-time location tracking, activity, sleep and behavior monitoring – and that's just the beginning.

The most exciting aspect of our work? Bridging the communication gap between dogs and humans. Imagine a world where everyone knows how their dog feels in real time and how to keep their best friend in good shape. That's the future we're building at Fi.

If you're someone who thrives in innovative, collaborative work environments and feels strongly about helping dogs 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 dog ownership together.

Fi is Looking for a Content Lead!

We’re looking for a strategic thinker and AI expert to own content at Fi—someone who sees the future of customer experience through the lens of automation, AI, and efficiency.

In this role, you’ll redefine how our customers engage with content, using AI-driven automation to make it smarter, more intuitive, and effortlessly accessible. You’ll help shape the strategy and own the execution, set high standards, and transform how we deliver knowledge—ensuring that every article, help doc, and support interaction feels seamless and future-proof.

What You'll Do:

• 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.

What We’re Looking For:

• 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.
• Bonus: Love dogs? Our NYC office is dog-friendly!

Why You’ll Love Us:

• 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.

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.