Knowledge Manager - AI & Support Automation
sifiapp
Software Engineering, Data Science, Customer Service
Riyadh Saudi Arabia
Posted on Mar 13, 2026
This is a remote position. About SiFi
SiFi is building the future of spend management and financial operations in Saudi Arabia. Operating under SAMA EMI regulation, we manage complex financial products including card issuance, wallet systems, protected balances, multi-role admin environments, and cross-border flows.
As we scale, automation is not optional — it is strategic.
To reduce operational dependency and enable AI-driven support resolution, we are building a structured knowledge architecture that powers both customer self-service and internal decision systems.
Role Purpose
You will be the architect of SiFi’s knowledge intelligence layer.
This role sits at the intersection of Product, Support, and AI. You will transform fragmented operational knowledge into structured, standardized, AI-ingestible documentation that enables automated resolution of both customer and internal support queries.
Your Mission
Convert operational complexity into decision-ready knowledge that machines can understand and execute.
Key Responsibilities
1- External Knowledge Base Ownership (Customer-Facing)
Objective: Increase self-service resolution and reduce inbound ticket volume.
2- Internal Knowledge Architecture (AI-Optimized)
Build And Maintain Structured Internal Documentation Including
Convert Undocumented Operational Logic Into
Work Closely With The AI Lead To
SiFi is building the future of spend management and financial operations in Saudi Arabia. Operating under SAMA EMI regulation, we manage complex financial products including card issuance, wallet systems, protected balances, multi-role admin environments, and cross-border flows.
As we scale, automation is not optional — it is strategic.
To reduce operational dependency and enable AI-driven support resolution, we are building a structured knowledge architecture that powers both customer self-service and internal decision systems.
Role Purpose
You will be the architect of SiFi’s knowledge intelligence layer.
This role sits at the intersection of Product, Support, and AI. You will transform fragmented operational knowledge into structured, standardized, AI-ingestible documentation that enables automated resolution of both customer and internal support queries.
Your Mission
Convert operational complexity into decision-ready knowledge that machines can understand and execute.
Key Responsibilities
1- External Knowledge Base Ownership (Customer-Facing)
Objective: Increase self-service resolution and reduce inbound ticket volume.
2- Internal Knowledge Architecture (AI-Optimized)
Build And Maintain Structured Internal Documentation Including
Convert Undocumented Operational Logic Into
Work Closely With The AI Lead To
- Own and scale SiFi’s Help Center.
- Design structured, standardized article formats:
- Problem â Cause â Resolution â Escalation
- Develop AI-friendly documentation with:
- Clear conditional logic
- Step-based instructions
- Real-world examples
- Cover areas including:
- Card troubleshooting
- Wallet limits & balance structures
- Regulatory clarifications
- Onboarding guidance
- Maintain bilingual content (Arabic & English).
- Add supporting visuals (screenshots, walkthroughs, short videos).
- Support SOPs (L0–L2)
- Decline reason logic trees
- Edge-case handling (e.g., excess wallet balance scenarios)
- Customer segmentation logic (Starter vs Enterprise)
- SAMA-sensitive regulatory workflows
- Escalation playbooks
- Decision trees
- Troubleshooting frameworks
- Structured knowledge blocks ingestible by AI systems 3- AI Knowledge Optimization & Deflection Strategy
- Map customer queries to knowledge articles.
- Identify:
- Failed responses
- Low-confidence outputs
- Hallucination risks
- Analyze:
- AI deflection rate
- Coverage gaps
- Automation performance
- Lead weekly Knowledge Sprints: