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lms qa intercom asana knowledge management📋 Description
- Own Fi's Help Center and internal Knowledge Base with AI-first mindset.
- Align content with product updates, policies, and EU needs.
- Oversee agent training for internal and BPO teams; manage LMS content.
- Close QA gaps; run calibration; improve QA tooling and reporting.
- Lead Content Specialist and Training Lead; coordinate with CX leadership.
- Contract role (~6–7 months) to cover maternity leave.
🎯 Requirements
- 5+ years in CX content, knowledge mgmt, or enablement.
- 2+ years leading a content or training function.
- Hands-on experience with AI tools in CX (deflection, agent assist, chatbots).
- Experience managing Help Center platforms (Zendesk Guide, Intercom, or similar).
- Strong project mgmt; proficient with Asana or similar.
- Excellent written, customer-friendly content creation.
🎁 Benefits
- Hybrid work arrangement in New York, NY.
- Full-time contractor for ~6–7 months.
- Lead AI-driven content and training initiatives.
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