Back to jobs

Lead, CS Content

New York, New York, United States

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

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

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company equity
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

 For full time non-US employees, we offer

  • Competitive Pay
  • Company Equity
  • Unlimited PTO

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Flex’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.