Department: Training and Quality
Employment Type: Full Time
Location: Egypt
Reporting To: Mariam Aerabe
Description
As our Knowledge Base (KB) Specialist, you’ll ensure CX agents have fast, easy access to clear, accurate, and up-to-date information. From writing and maintaining internal articles to managing content systems and optimizing search, you’ll turn complexity into clarity and help shape the future of agent knowledge at Tabby. This role blends content creation with technical knowledge management, requiring both strong writing skills and the ability to manage the systems and structures behind the knowledge base.
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.
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
- Efficiency of content system structure and usability.
Alignment with QA, policy, and training expectations
