Tamara
Knowledge & Content Management Specialist
- Permanent
- Riyadh, Saudi Arabia
- Experience 2 - 5 yrs
Job expiry date: 30/03/2026
Job overview
Date posted
13/02/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
30/03/2026
Job description
Responsible for shaping and managing Tamara’s Customer Experience content across internal and external platforms, ensuring operational consistency, agent empowerment, and self-service success. The Knowledge & Content Management Specialist owns the structure and maintenance of the internal Knowledge Base and external Help Center for both customers and merchants. Key responsibilities include redesigning content as part of a Knowledge Base revamp, applying user-centered design principles to content structure and taxonomy, collaborating with Training and Quality teams to convert process and policy updates into digestible learning materials, developing internal quick guides, documenting tribal knowledge with SMEs, and designing optimized chatbot flows to reduce contact rates. The role establishes content governance practices, tracks content usage, search failures, and helpfulness, and defines content hygiene metrics for leadership. The position requires cross-functional collaboration with Product, Tech, Legal, Marketing, and Compliance teams to ensure clarity, consistency, and speed of communication across the CX ecosystem. The role is based on-site in Riyadh and requires experience managing structured content across multiple audiences and touchpoints in fast-paced tech or fintech environments, with strong writing, editing, and content management platform proficiency.
Required skills
Key responsibilities
- Own the structure and maintenance of Tamara’s internal Knowledge Base and external Help Center for customers and merchants
- Redesign and revamp content to ensure usability, accuracy, accessibility, and compliance
- Apply user-centered design principles to content structure, taxonomy, and navigability
- Collaborate with Training and Quality teams to convert process and policy updates into digestible learning materials
- Develop internal quick guides for new product and process launches
- Document tribal knowledge from SMEs and embed it into structured, accessible documentation
- Design and optimize chatbot content flows, including fallback content and escalation triggers, to improve containment and reduce contact rate
- Establish and enforce content review cadences, ownership models, and governance practices across teams
- Track content usage, search failures, and helpfulness to inform continuous improvement
- Define and report content hygiene metrics to leadership, including outdated content percentages and feedback volume
- Act as the main content point of contact for Product, Tech, Legal, Marketing, and Compliance teams for all CX-related documentation
- Partner with stakeholders to ensure communication clarity, speed of updates, and knowledge consistency across all functions
- Manage multiple content streams, ensuring deadlines are met and content quality is maintained
- Continuously evaluate and improve content strategy based on analytics and operational feedback
Experience & skills
- 2–3 years of experience in Customer Experience content, knowledge management, technical writing, or internal communications
- Demonstrated experience managing structured content across multiple audiences and touchpoints
- Prior exposure to fast-paced tech or fintech environments is a plus
- Excellent writing and editing skills in English and Arabic
- Proficiency with content management platforms such as Contentful or Zendesk Guide
- Strong understanding of the Customer Experience ecosystem, including agent workflows, customer journeys, and ticketing systems
- Familiarity with chatbot platforms, training design, or microlearning formats is advantageous
- Ability to collaborate effectively with both technical and non-technical stakeholders
- Highly organized, deadline-oriented, and able to manage multiple content streams simultaneously