Tamara
Knowledge & Content Management Specialist
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Report job as expired
Job expiry date: 28/08/2025
Job overview
Date posted
14/07/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
28/08/2025
Job description
As a Content Specialist at Tamara, you will shape how our Customer Experience team communicates, learns, and operates. Your core mission will be to build and maintain high-impact internal and external content, including Knowledge Base (KB) articles, Help Center resources, and chatbot flows. This role is critical to ensuring operational consistency, agent empowerment, and self-service success ā all through content that is structured, accessible, and always up to date. You will drive the end-to-end revamp of Tamaraās Knowledge Base within the first six months, collaborating closely with Ops, Product, and Training to embed content governance and drive content-led service excellence.
Required skills
Key responsibilities
- Own the structure and maintenance of Tamaraās internal Knowledge Base and external Help Center (for both customers and merchants).
- Redesign content as part of the KB revamp, ensuring usability, accuracy, and compliance.
- Apply user-centered design principles to content structure and taxonomy.
- Collaborate with the Training and Quality teams to convert process/policy updates into digestible learning materials.
- Develop internal quick guides on new product and process launches.
- Work with SMEs to document tribal knowledge and embed it into structured documentation.
- Design and optimize chatbot content flows that improve containment and reduce contact rate.
- Create fallback content and escalation triggers based on conversation intents.
- Establish and enforce content review cadences and ownership models with relevant teams.
- Track usage, search failures, and content helpfulness to inform continuous improvement.
- Define and report content hygiene metrics to leadership (e.g., % outdated content, feedback volume).
- Act as the main content POC for Product, Tech, Legal, Marketing, and Compliance teams for all CX-related documentation.
- Partner with stakeholders to ensure communication clarity, speed to update, and knowledge consistency across functions.
Experience & skills
- 2ā3 years of experience in CX content, knowledge management, technical writing, or internal communications.
- Demonstrated experience managing structured content across multiple audiences and touchpoints.
- Excellent writing and editing skills in English and Arabic.
- Proficiency in content management platforms such as Contentful, Zendesk Guide, or similar.
- Strong understanding of the CX ecosystem (agent workflows, customer journeys, ticketing systems).
- Familiarity with chatbot platforms, training design, or microlearning formats is a plus.
- Ability to collaborate with technical and non-technical stakeholders.
- Organized, deadline-oriented, and comfortable managing multiple content streams.
