Responsibilities
Content Creation & Management:
- Write, edit, and optimize content for customer interaction, including templates, knowledge base articles, FAQs, and product updates.
- Ensure all content is up-to-date, accurate, and aligned with customer needs and business objectives.
Knowledge Management:
- Manage the Help Center’s content, ensuring a seamless knowledge-sharing experience for customers and internal teams.
- Implement content governance and ensure all new features, services, and updates are reflected in the Help Center as per the procedures.
Collaboration & Coordination:
- Work closely with product marketing, technical support, and CX teams to gather information, document updates, and ensure content consistency.
- Facilitate content workshops and cross-departmental training to ensure all teams are aligned with the content strategy.
Continuous Improvement:
- Monitor customer feedback and content performance to identify gaps, improve clarity, and increase engagement.
- Develop and manage documentation for the Knowledge Management process, ensuring all updates and reviews are properly recorded.
Localization & Personalization:
- Manage multilingual content in the Help Center to ensure customer support is available in multiple languages (starting with English and Arabic).
- Customize content for different customer personas, ensuring relevancy and accessibility.
Content Marketing & Promotion:
- Collaborate with marketing and product teams to promote new content internally and externally through appropriate channels.
Reporting & Analysis:
- Analyze customer interactions and content performance to generate actionable insights for content improvement.
- Provide regular reports on the status and effectiveness of content in the Help Center.
Requirements
- Bachelor’s degree in Marketing, Communications, Media, or a related field.
- 2-3 years of experience in content creation, preferably in CX or Knowledge Management roles.
- Excellent writing and editing skills in both Arabic and English.
- Ability to simplify technical content and make it accessible for various audiences.
- Proficient in using content management tools like Intercom, Zendesk, or other Knowledge Management systems.
- Strong collaboration skills, with the ability to work cross-functionally.
- Detail-oriented with a focus on producing high-quality, customer-centric content.
Preferred Qualifications:
- Experience in SaaS or POS industries.
- Familiarity with knowledge management processes and tools.
