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.

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.

1- External Knowledge Base Ownership (Customer-Facing)

• Own and scale SiFi’s Help Center.
  

• Design structured, standardized article formats:
  

  • Problem → Cause → Resolution → 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).
  

Objective: Increase self-service resolution and reduce inbound ticket volume.

Build and maintain structured internal documentation including:

• 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
  

Convert undocumented operational logic into:

• Decision trees
  

• Troubleshooting frameworks
  

• Structured knowledge blocks ingestible by AI systems
  

3- AI Knowledge Optimization & Deflection Strategy

Work closely with the AI Lead to:

• 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:
  

  • Update 15+ articles
    

  • Refine clarity
    

  • Add missing edge cases
    

  • Improve structured formatting
    

4- Template & Response Standardization

• Standardize L0–L3 response templates.
  

• Enforce consistent fintech-grade tone.
  

• Reduce agent variability in written responses.
  

• Convert high-frequency answers into:
  

  • Snippets
    

  • Macros
    

  • AI-draft templates
    

Goal: Operational consistency + automation readiness.

Own reporting on:

• AI deflection rate
  

• Top recurring customer questions
  

• Article performance (views vs ticket generation)
  

• AI confidence scores
  

• First Contact Resolution correlation with KB usage
  

• Automation coverage percentage
  

Ensure knowledge is continuously measured, optimized, and governed.

• Increased AI deflection rate
  

• Reduced ticket volume
  

• Improved First Contact Resolution
  

• Reduced response inconsistency
  

• Higher AI confidence scores
  

• Full coverage of regulated flows
  
  

Requirements

Experience

2–4 years in:

• Product Operations
  

• Knowledge Management
  

• Technical Documentation
  

• Support Systems
  

• AI training / prompt optimization (advantage)
  

Core Competencies

• Strong process and systems thinker
  

• Ability to simplify complex fin-tech workflows into structured logic
  

• Exceptional structured writing skills
  

• Comfort working with APIs and technical teams
  

• Bilingual (Arabic & English preferred)
  

Tools Experience

• Zoho Desk (preferred)
  

• Intercom / Zendesk or equivalent
  

• Notion / Confluence
  

• AI knowledge platforms (advantage)