Lead – CS Content

About the role

We are hiring a Content Lead to join our Customer Success (CS) team. This role focuses on developing and maintaining high-quality content that supports internal training, customer interactions, and structured content for AI-driven tools.

The ideal candidate has experience in technical writing, strong organizational skills, and the ability to create clear, accurate content for both human and AI-driven support agents.

As a Content Lead, you will play a key role in shaping our content strategy, ensuring documentation remains accurate and up to date, optimizing how we manage and track content requests, and improving the efficiency of how teams access and use content. You will work cross-functionally to align content with evolving business needs.

What you’ll do

• Bring proven expertise in creating and maintaining standard operating procedures (SOPs) for both human agents and AI-driven tools, ensuring clarity, accuracy, and usability.
• Write SOPs with a learner-first approach, breaking down complex product information into clear, structured, and accessible content that supports agent training and comprehension.
• Develop structured content for AI-powered tools, ensuring they deliver accurate responses while keeping human agent documentation comprehensive and aligned.
• Refine and standardize documentation for customer support workflows, agent processes, and AI-driven solutions.
• Maintain a content calendar to track active and upcoming projects, ensuring content updates align with product and policy changes.
• Optimize and refine our existing content request tracking system to improve efficiency across teams, ensuring it remains scalable as our needs evolve.
• Develop a change logging system to track updates, maintain historical records, and support compliance requirements.
• Organize and manage a content repository, ensuring documentation is easily accessible, searchable, and version-controlled.
• Work closely with Product, AI, Training, QA teams, and other Content Leads to gather information and ensure content aligns with product updates and customer support needs.
• Partner with Legal, Compliance, and internal stakeholders to ensure content meets regulatory and operational standards.
• Analyze content effectiveness by tracking usage, feedback, and AI performance to continuously refine and improve materials.
• This role will be in our NYC Office as a Hybrid position

Key qualifications

• Proven experience in technical writing, content management, or documentation development, ideally in a customer support or AI-driven environment.
• Strong understanding of AI-powered customer service tools and how structured content supports AI training.
• Experience writing and maintaining SOPs for both human agents and AI-driven support tools.
• Exceptional organizational skills, with the ability to track multiple content projects and maintain detailed change logs.
• Ability to translate complex processes into clear, step-by-step instructions tailored to different audiences.
• Excellent project management skills; experience with content management systems (CMS) and documentation tools is a plus.
• Strong cross-functional collaboration skills, able to work effectively with both technical and non-technical stakeholders.
• Analytical mindset, with experience using data to improve content.
• Background in fintech, payments, or financial services is highly preferred.
• Familiarity with privacy, compliance, and regulatory requirements is a plus.

The salary compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.The base salary pay range will be $102,000 - $118,000