Customer Education & Knowledge Lead

OnHires

Dubai

On-site

AED 180,000 - 260,000

Full time

9 days ago

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Benefits offered by this job

30 Days Paid Leave

Comprehensive Health Insurance

Career Growth

Collaborative Culture

Job summary

OnHires seeks a proactive Customer Education & Knowledge Lead in Dubai to own customer-facing product education across two AI-driven platforms for trading and learning. You will translate complex features into clear, actionable content and collaborate with developers, designers, and the communications team to keep knowledge assets accurate and accessible.

You will publish across multiple channels, manage knowledge sources, and drive content governance while enabling support teams and improving

Qualifications

35+ years in customer education, technical writing, knowledge management, or product enablement (SaaS).
Portfolio of clear instructional content (KB tutorials, blogs) for complex products.
Growth mindset and dedication to mastery: proactively learn, experiment, and teach.
Strong editor instincts: structure, scannability, visuals, and plain-language storytelling.
Tool fluency with KB/Docs platforms and basic analytics.

Responsibilities

Knowledge Base (KB) ownership: structure content, maintain tags, and publish changelogs.
Customer Education Content: write tutorials, guides, and problem-solving blogs.
Multi-Channel Release Publishing: update across KB, blog, social, and in-app.
Trading Challenges: publish rules, timelines, and update dashboards.
Knowledge AI Agent Curation: refresh sources, test answers, patch content.
Customer Surveys & Content Feedback: run CSAT/NPS surveys and publish insights.
Support Team Enablement: internal playbooks, trainings, and FAQs sync.
Vendor & Tooling Administration: manage tooling, billing, access, and health.
Content Governance & Quality: enforce style, localization, and accessibility.

Skills

Technical writing

Content strategy

Knowledge management

Markdown/HTML basics

Tone & publishing

Education

Bachelors degree in Computer Science or Engineering

Related disciplines (Finance, Communications)

Tools

GitBook

Help Center

Job description

About the Company

Join a forward-thinking Dubai-based technology company revolutionizing digital experiences across e-learning live streaming fintech and e-commerce. Our portfolio of AI-powered SaaS platforms is designed to transform user engagement and operational efficiency on a global scale. With innovation at our core were shaping the future of digital transformation and were just getting started.

About the Role: Customer Education & Knowledge Lead

Were looking for someone whos naturally curious detail-oriented and enjoys making complex things easy to understand. Youll be working across two of our core platforms: one focused on AI-assisted trading and strategy development and another built around personalized learning and AI mentorship. Your role is to learn how these systems work understand their value to users and translate that understanding into clear accurate and engaging communication.

You will own all customer-facing product education including the knowledge base tutorials/how-tos/blogs multi-channel release publishing trading-challenge communications & reporting and keeping our Knowledge AI agents current. Youll turn inputs from PMs/SMEs into clear actionable content customers actually use all while being a power user of the product.

Youll work closely with developers designers and the communications team to connect technical knowledge with everyday language. From product guides and FAQs to training decks and educational content youll ensure every explanation feels simple confident and consistent. You will become a product specialist a true product of the product learning every feature operating it end-to-end and teaching it back to customers and internal teams.

Key Responsibilities

Knowledge Base (KB) Ownership: Create update and structure all KB content (how-tos FAQs troubleshooting API/how-to). Maintain IA tags/taxonomy internal links and the style guide. Run a visible changelog and a doc-freshness SLA after each release.

Customer Education Content: Write in-depth tutorials step-by-step guides and problem solution blog posts. Produce screenshots GIFs short clips and plain-language summaries. Maintain an editorial calendar aligned to upcoming releases.

Multi-Channel Release Publishing: Publish synchronized updates across KB docs portal blog Discord/Telegram social (X/LinkedIn) and in-app (where applicable). Own templates UTM links visual assets and a publishing checklist; report reach/engagement and iterate.

Trading Challenges: Publishing & Reporting: Publish rules timelines FAQs and updates for new challenges. Track progress via dashboards; coordinate reporting on sign-ups active users completions P&L distributions drawdown breaches and cohorts (partnering with Data/Engineering as needed).

Knowledge AI Agent Curation: Keep AI knowledge sources fresh (KB FAQs release notes known issues). Maintain collections/prompts test answer quality and close gaps by authoring/patching content. Turn recurring misses into new articles or quick answers.

Customer Surveys & Content Feedback: Design and run CSAT/NPS/doc-helpfulness and task-success surveys. Monitor Discord/support tags for missing/unclear docs and turn insights into content updates. Publish a monthly Content Insights note with concrete content actions.

Support Team Enablement: Create internal playbooks macros and how to handle X guides aligned with the public KB. Deliver short trainings/Looms for new features and common issues; keep internal FAQs in sync.

Vendor & Tooling Administration (Knowledge Stack): Administer docs/help center survey tooling search and content analytics. Handle vendor admin including billing/renewals removing unused tools maintaining license hygiene/access and tracking service health. Ensure integrations work (e.g. status KB product in-app help).

Content Governance & Quality: Own style guide templates glossary accessibility checks and localization readiness. Enforce lightweight SME accuracy reviews. Eliminate stale/duplicated content and broken links.

Product-Specialist Commitment: Dedicate weekly hands-on hours to use the product in real workflows; document findings. Run monthly internal feature deep-dives. Pass internal product certification by Day 45; re-cert each quarter. Maintain demo workspaces datasets and step-by-step scripts. Quickly reproduce user issues and supply high-quality repros to Support/Engineering.