Content Management Specialist
Listed on 2026-01-12
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IT/Tech
Digital Media / Production, Technical Writer, Digital Marketing, Technical Support
Knowledge & Content Management Specialist
Join to apply for the Knowledge & Content Management Specialist role at Tamara.
About UsTamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer‑centric financial super‑app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.
Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), SNB Capital, and , amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.
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—through content that is structured, accessible, and always up to date.
In the first six months you will be part of the end‑to‑end revamp of Tamara’s Knowledge Base, collaborating closely with Ops, Product, and Training to embed content governance and drive content‑led service excellence. This role is based in our Riyadh office.
- Own the structure and maintenance of Tamara’s 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., percentage of outdated content, 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 to update, and knowledge consistency across functions.
- 2–3 years of experience in CX 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 in content management platforms such as Contentful, Zendesk Guide, or similar platforms.
- 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.
Mid‑Senior level
Employment TypeFull‑time
Job FunctionMarketing, Public Relations, and Writing/Editing
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