Knowledge & Content Management Specialist

MRSOOL Inc; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading fintech company in Saudi Arabia seeks a Content Specialist to manage internal and external communications. The role involves revamping the Knowledge Base, optimizing chatbot content, and collaborating with various teams. Ideal candidates will have 2-3 years of CX content experience and excellent skills in English and Arabic. This on-site position is based in Riyadh.

Qualifications

• 2–3 years of experience in CX content, knowledge management, or technical writing.
• Demonstrated experience managing structured content across multiple audiences.

Responsibilities

• Own the structure and maintenance of Tamara’s internal Knowledge Base.
• Collaborate with Training teams to convert process updates into learning materials.
• Design and optimize chatbot content flows.
• Establish and enforce content review cadences with relevant teams.
• Act as the main content POC for CX-related documentation.

Skills

Excellent writing and editing skills in English and Arabic

Proficiency in content management platforms

Strong understanding of the CX ecosystem

Ability to collaborate with technical and non-technical stakeholders

Organized and deadline-oriented

Tools

Contentful

Zendesk Guide

Job description

Overview

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.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

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, 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 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.

Your Responsibilities

• Knowledge Base & Help Center
  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.
• Training & Internal Communications
  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.
• Chatbot & Automation Content
  Design and optimize chatbot content flows that improve containment and reduce contact rate. Create fallback content and escalation triggers based on conversation intents.
• Content Governance
  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., % outdated content, feedback volume).
• Cross-functional Collaboration
  Act as the main content POC 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.

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.
• Prior exposure to fast-paced tech or fintech environments is a plus.

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).
• 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.