Content Lead

About Us

Tamara is the leading fintech platform to shop, pay and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others.

About The Role

This role will be responsible for creating, managing, and optimizing the content used by customer & partner support teams to assist customers & partners effectively and efficiently. They play a crucial role in ensuring that support agents have access to accurate, up-to-date, and comprehensive resources to address customer inquiries.

What You’ll Do

• Content Creation: Work with the Content Specialists to develop and create various types of customer & partner support content, including knowledge base articles, FAQs, troubleshooting guides, tutorials, and other resources that help customers & partners find answers to their questions and solutions to their problems.
• Content Management: Organize, categorize, and maintain the customer & partner support content library to ensure easy accessibility and navigation for support agents. Implement a version control system to track updates and revisions.
• Content Strategy: Develop a content strategy aligned with the company's customer & partner support objectives, ensuring that the content addresses common customer & partner issues and aligns with the company's brand voice and tone.
• Collaboration: Work closely with subject matter experts, product managers, and customer & partner support teams to gather information and insights necessary to create accurate and effective support content.
• Quality Assurance: Regularly review and update existing support content to ensure accuracy, relevance, and completeness. Conduct periodic content audits to identify content gaps and areas for improvement.
• Content Distribution: Determine the most appropriate channels for disseminating support content to customers & partners, support agents, and other stakeholders. This may include the company's website, knowledge base platform, chat support, email responses, etc.
• Content Performance Tracking: Monitor key performance metrics related to the effectiveness of support content, such as search query success rates, article views, and customer & partner satisfaction.
• Continuous Improvement: Proactively identify opportunities to enhance customer & partner support content, user experience, and internal processes to drive greater efficiency and customer & partner satisfaction.
  
  

What You Bring To The Team

• Previous experience in content management, technical writing, or a similar role within a customer or partner support or technical support environment.
• Exceptional writing and editing skills, with the ability to communicate complex information in a clear and concise manner.
• Excellent organizational and project management skills, with the ability to prioritize tasks and meet deadlines.Collaborative and team-oriented mindset, able to work effectively with cross-functional teams.