As a Content Specialist at the company, 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 — all through content that is structured, accessible, and always up to date.
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Your Responsibilities:
- Own the structure and maintenance of the company’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.
- Collaborate with the Training and Quality teams to convert process/policy updates into digestible learning materials.
- Design and optimize chatbot content flows that improve containment and reduce contact rate.
Your Expertise
Experience & Background
- 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.
Skills & Tools
- Excellent writing and editing skills in English and Arabic.
- Proficiency in content management platforms such as Contentful, Zendesk Guide, or similar content management platforms.
- Strong understanding of the CX ecosystem (agent workflows, customer journeys, ticketing systems).
- Organized, deadline-oriented, and comfortable managing multiple content streams.
