Knowledge Base Specialist

Description

Key Responsibilities

• Internal Content Creation and Maintenance – Write and update KB articles, workflows, and FAQs that guide agent decision-making and support handling across all CX lines of business (LOBs).
  Content Quality and Accuracy – Ensure documentation is correct, easy to understand, and aligned with our tone of voice, formatting standards, and compliance requirements.
  Knowledge Structure and Navigation – Design, organize, and categorize content for easy discovery and searchability, minimizing confusion and handling time.
  Technical Knowledge Management – Manage knowledge systems, including user access, permissions, and content version control. Apply principles of information architecture to optimize search results and content findability.
  Reporting and Analysis – Track article views, searches, and usage patterns to identify friction points. Analyze data to improve clarity, reduce duplicate content, and prioritize updates.
  Feedback and Iteration – Use agent feedback (via Slack, forms, QA), escalations, and training insights to identify gaps or unclear content, then proactively address them.
  Collaboration with SMEs – Work closely with Product, Ops, Training, and Compliance teams to source accurate information, validate content, and ensure timely updates.
  Process & Standards – Uphold content standards and structures, hold stakeholders accountable for updates, and standardize how policies, procedures, and product flows are documented.
  Technical Contribution – Leverage front-end coding knowledge (JavaScript, HTML, CSS) to manage CMS customizations, formatting, and system improvements.

Skills, Knowledge & Expertise

• Excellent written English and Arabic with strong editing, formatting, and structuring skills
• At least 1 year of hands-on experience working with knowledge management tools (e.g., Helpjuice, Zendesk, Confluence, Notion)
• Comfortable working with structured and unstructured inputs (Slack threads, Notion docs, product specs) and turning them into clear KB content
• Familiarity with CX operations and how agents use knowledge bases
• Detail-oriented and process-driven, with the ability to maintain consistency and quality under pressure
• Experience collaborating with training, QA, compliance, or product teams
• Strong technical aptitude: ability to analyze reports, optimize search functionality, manage users/access, and apply principles of information architecture.
• coding experience (JavaScript, HTML, CSS) to support CMS content formatting and customizations.

• Month 1: Get to know our products, agent workflows, tools, and tone. Shadow live sessions, training sessions, product demos, and knowledge syncs.
• Month 2–3: Start co-owning content pieces, especially those tied to upcoming product changes.
• Month 4+: Take the lead on full content projects — from brief to delivery — and become the go-to for anything knowledge-related in agent education.
  

• 
  2+ years of experience in content design, CX enablement, or technical writing
• Experience supporting CX agents in fintech, e-commerce, or regulated industries is a plus.
• Understanding of CX tools (e.g., Zendesk, Intercom, Salesforce, Aircall)
• Experience with multilingual support teams or agents with limited English proficiency is a plus
• Familiarity with knowledge-centered support (KCS) or internal L&D frameworks

• Agent feedback and KB satisfaction
• Search success and article usage rates
• Reduction in escalations or handling time due to unclear guidance
Efficiency of content system structure and usability.

About Tabby