Customer Service Content Designer

Department: Learning and Change

Employment Type: Full Time

Location: UAE

Compensation: د.إ12,000 - د.إ15,000 / month

Description

About us:

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 role:

We are seeking an enthusiastic, solutions-oriented go-getter to join the Training and Quality team as a Content Designer. The candidate will be responsible for creating and maintaining content for Customer Experience functions across platforms, curricula, processes, and initiatives.
The ideal candidate will possess a can-do attitude, be detail-oriented, and have excellent project management and execution skills.

Key Responsibilities

• Ensure coordination with the Product team/key stakeholders and make sure relevant questions to the updates or new products are cleared towards the content clarity
• Lead discovery process to determine new product/features/updates details 
• Develop, manage, and maintain content for designated product
• Coordinate with the CX team on policy or process implementation/changes and manage content accordingly.
• Oversee changes in the whole training library, coming out of particular updates or new additions. Understand dependencies between pieces of content
• Involve SMEs from the training team to get the updates and the final versions of the training content
• Lead training/alignment sessions/ TTT sessions in case of new product rollout (for new Soft Skills modules)
• Provide expert advice on design, content, and voice
• Optimize the content sent to the Instructional Designer for digitisation
• Make sure content is created in time, courses are uploaded on LMS and published 
• Work expertly toward daily productivity targets and team metrics (due dates); complete all work to program standards as defined for each process.

Skills, Knowledge and Expertise

• 8-10 years of experience and expertise working and managing content in a CX environment
• Previous experience in conducting training and creating training and process documents
• Excellent project management skills to be able to handle multiple projects simultaneously with a tenacious belief in hitting deadlines and meeting commitments
• Strong work ethic with a positive and passionate attitude
• Desire to learn on your own and keep up with product updates and Operations developments, and best practices
• Excellent writing, spelling, and grammar skills in EN, that make for proficient reading comprehension and the ability to retain details for complex content processes
• Experience in designing, writing persuasive content, and gaining approval for messages in a highly-regulated environment

Benefits

• A competitive salary dependent upon experience
• Excellent health benefits
• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
• A working environment that gives you autonomy and responsibility from day one
• You should be comfortable with the idea that the quality of your work will influence the shape of your career
• We are passionate about creating an equitable, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be)