Content Manager - Customer Experience

About Us

Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay, and bank. The company was founded by serial entrepreneur Abdulmajeed Alsukhan along with his partners Turki Bin Zarah and Abdulmohsen Al Babtain. Tamara operates out of its headquarters in Riyadh, Saudi Arabia, and has offices in the UAE, Egypt, Germany, and Vietnam. Our large, dedicated team of professionals continues to grow as we expand our reach and impact.

Serving millions of users and partnering with thousands of merchants, Tamara collaborates with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, H&M, and Farfetch, as well as local small and medium businesses. The company is backed by SNB Capital and Sanabil Investments, a wholly-owned company by the Public Investment Fund (PIF), Checkout.com, Coatue, Shorooq Partners, and Endeavor Catalyst, among others.

Your role

We’re seeking a Content Manager to join our Customer Experience team. As a Content Manager, you will be crucial in creating, managing, and optimizing the content used by customer support teams to assist customers effectively and efficiently.

With a proven track record in content creation and content management, you will be responsible for ensuring that support agents have access to accurate, up-to-date, and comprehensive resources to address customer inquiries and ultimately revolutionize the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges. 

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

Your responsibilities

• Content Creation: Work with the Content Specialists to develop and create various types of customer support content, including knowledge base articles, FAQs, troubleshooting guides, tutorials, and other resources that help customers find answers to their questions and solutions to their problems.
• Content Management: Organize, categorize, and maintain the customer 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 support objectives, ensuring that the content addresses common customer issues and aligns with the company's brand voice and tone.
• Collaboration: Work closely with subject matter experts, product managers, and customer 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, 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 satisfaction.
• Continuous Improvement: Proactively identify opportunities to enhance customer support content, user experience, and internal processes to drive greater efficiency and customer satisfaction.

Your expertise

• Bachelor's degree in Communications, English, Technical Writing, or a related field. 
• Previous experience in content management, technical writing, or a similar role within a customer 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

Join the revolution

Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated. 

We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.

All qualified individuals are encouraged to apply.