Company Description
Fini is an AI-driven customer support platform that prioritizes accuracy and efficiency, designed to resolve customer issues in high-stakes workflows like refunds, KYC, account changes, and billing disputes. Trusted by mid-market and enterprise B2C companies across industries such as fintech, SaaS, and marketplaces, Fini achieves up to 80% automation of support tickets with a verified accuracy of 98%. Through integrations with platforms like Zendesk, Salesforce, and HubSpot, Fini ensures transparency and reliability by linking every answer to real company policies and data, cutting resolution times and boosting customer satisfaction. With over one million monthly tickets handled for organizations including TrainingPeaks, Bitdefender, and Fortune 500 companies, Fini adheres to strict standards such as SOC 2, GDPR, and ISO 27001.
Role Description
This is a full-time hybrid role based in the Amsterdam area, with the flexibility to work remotely as needed. As a Content Operations (Content Ops) professional at Fini, you will be responsible for designing and maintaining operational workflows, managing content lifecycles, and optimizing processes for delivering accurate and efficient customer support content. You will collaborate across teams to ensure content consistency and develop strategies to enhance operational efficiency. Other key aspects of the role include conducting quality assessments, monitoring KPIs, and contributing to the development of scalable solutions for content management and delivery.
Qualifications
- Strong Analytical Skills to interpret data, monitor KPIs, and provide actionable insights
- Excellent Communication skills for cross-team collaboration and clear articulation of content strategies
- Background in Sales or ability to support sales processes for content-related initiatives
- Proficiency in Operations Management and Project Management, with a focus on delivering scalable results
- Ability to adapt to a hybrid working environment with autonomy and self-motivation
- Experience in content operations or similar roles is highly desirable
- Familiarity with customer support platforms such as Zendesk, Intercom, and Salesforce is a plus
