Content and Training Manager

Role Overview

• 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
• 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
• Oversee agent training for internal and BPO teams
• Maintain LMS content, ensure compliance, and support new product launch training as needed
• Provide day-to-day direction to the Content Specialist and Training Lead

Requirements

• 5+ years in CX content, knowledge management, or enablement roles
• 2+ years managing or leading a content/training function
• Hands-on experience with AI tools in a CX context — deflection, agent assist, chatbots, or content optimization for AI consumption
• Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar)
• Strong project management skills; comfortable with Asana or similar tools
• Excellent written communication — you write clear, customer-friendly content quickly.