Department: Training and Quality
Employment Type: Full Time
Location: Egypt
Reporting To: Mariam Aerabe
Description
As our Knowledge Base (KB) Specialist, you’ll make sure CX agents have fast, easy access to clear, accurate, and up-to-date info. From writing and maintaining internal articles to collaborating with Product, Ops, and Training — you’ll turn complexity into clarity and help shape the future of agent knowledge at Tabby.
Key Responsibilities
- Internal Content Creation and Maintenance - Write and update internal 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 - Organize and categorize content for easy discovery and searchability by agents, minimizing confusion and handling time.
- Feedback and Iteration - Use agent feedback (via Slack, forms, or QA), escalations, and training insights to identify gaps or unclear content, then proactively fix them.
- Collaboration with SMEs - Work closely with internal teams to source accurate information, validate content, and reflect updates in the KB in a timely way.
- CMS Management - Own the structure, tagging, and maintenance of our content within the CMS, including version control and publishing workflows.
- Reporting and Optimization - Track article views, searches, and usage patterns to find friction points. Use this data to improve clarity, reduce duplicate content, and prioritize updates.
- Process Improvement - Standardize how we document policies, procedures, and product flows. Contribute to internal comms around major changes or product
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
Settling into the role
We recognize that learning our tools, culture, and agent landscape takes time. Here's what the ramp-up will look like:
- 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
Success in this role will be measured by:
- Agent feedback and KB satisfaction
- Search success and article usage rates
- Reduction in escalations or handling time due to unclear guidance
Alignment with QA, policy, and training expectations
