Write, edit, and maintain Knowledge Base articles for internal agents and Fi.
Build agent enablement guides, help center articles, and in-product content.
Spot content gaps and inconsistencies to improve first-contact resolution.
Keep internal process documentation current and standardized across platforms.
Set the bar for content clarity and accessibility across the CX org.
Partner with CX leaders and trainers to align procedures, training, and KB content.
Collect and act on agent feedback to sharpen the KB.
Lead small continuous improvement projects tied to documentation and CX goals.
Represent content in cross-functional workstreams like product launches and policy changes.
Own communication of KB updates across the CX team.
Manage KB intake and publishing via Zendesk/Jira; 24-hour updates.
Optimize content structure and taxonomy using analytics and UX insights.
Build feedback loops to keep content improving over time.
Hit monthly content KPIs and own your numbers.

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