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Riyadh Customer Success – Customer Experience / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
We are seeking a skilled and creative Customer Experience Content Specialist to join our team. This role is responsible for managing content related to customer experience, particularly the Knowledge Management process in the Help Center. The ideal candidate will create, review, and update customer-focused content, ensuring accuracy and relevance, while supporting internal and external knowledge-sharing initiatives. This position requires strong collaboration with multiple departments to ensure a seamless and consistent customer journey across all touchpoints.
Responsibilities
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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.
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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.
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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.
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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.
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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.
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Content Marketing & Promotion:
+ Collaborate with marketing and product teams to promote new content internally and externally through appropriate channels.
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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.
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Preferred Qualifications:
+ Experience in SaaS or POS industries.
+ Familiarity with knowledge management processes and tools.
