About
Tamara 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.
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Your role
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 — all through content that is structured, accessible, and always up to date.
The selected candidate will be part of the end-to-end revamp of Tamara’s Knowledge Base within the first six months, collaborating closely with Ops, Product, and Training to embed content governance and drive content-led service excellence. This role is based on site in our Riyadh office.
Responsibilities
- 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.
- 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.
- Establish and enforce content review cadences and ownership models with relevant teams.
- Act as the main content POC for Product, Tech, Legal, Marketing, and Compliance teams for all CX-related documentation.
Your expertise
- 2–3 years of experience in CX content, knowledge management, technical writing, or internal communications.
- 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.
Location
Riyadh, Saudi Arabia
