TL;DR

Knowledge Base Specialist (Content Creation): Develop and maintain clear, accurate internal knowledge base articles and manage content systems to support CX agents. Focus on content quality, technical knowledge management, and optimizing search and navigation for efficient agent support.

Location: Onsite in Egypt

Company

%hirify_global% creates financial freedom by enabling shoppers to split payments online and in-store with no interest or fees, serving over 32,000 global brands in the GCC region.

What you will do

Write and update internal KB articles, workflows, and FAQs to guide CX agents.
Ensure content quality, accuracy, and compliance with standards and tone of voice.
Design and organize knowledge structure for easy content discovery and search optimization.
Manage knowledge systems including user access, permissions, and version control.
Analyze usage data to identify friction points and improve content clarity.
Collaborate with SMEs across Product, Ops, Training, and Compliance teams.

Requirements

Location: Must be onsite in Egypt
Excellent written English and Arabic with strong editing and formatting skills.
At least 1 year experience with knowledge management tools (Helpjuice, Zendesk, Confluence, Notion).
Technical aptitude including JavaScript, HTML, CSS for CMS customizations.
Familiarity with CX operations and agent knowledge base usage.
Experience collaborating with training, QA, compliance, or product teams.

Nice to have

2+ years in content design, CX enablement, or technical writing.
Experience in fintech, e-commerce, or regulated industries.
Knowledge of CX tools like Zendesk, Intercom, Salesforce, Aircall.
Experience with multilingual support teams or limited English proficiency agents.
Familiarity with knowledge-centered support (KCS) or internal L&D frameworks.

Culture & Benefits

Structured ramp-up period with training and shadowing.
Opportunity to lead content projects and become a knowledge expert.
Collaborative environment with cross-functional teams.

Hiring process

Application and review stages.
HR call and technical interview at %hirify_global%.
Assessment and final interview stages before hiring.