Knowledge Base Specialist
Tabby
Operations
Posted on Sep 25, 2025
Role Overview
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.
- Department
- Training and Quality
- Employment Type
- Full Time
- Location
- Egypt
- Workplace type
- Onsite
- Reporting To
- Mariam Aerabe
Key Responsibilities
What You’ll Be Doing
- 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 launches.
Skills, Knowledge & Expertise
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.
Preferred Qualifications
-
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
About Tabby
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.
Our Hiring Process
Stage 1:
Applied
Stage 2:
Review
Stage 3:
HR call @Tabby
Stage 4:
Technical interview @Tabby
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