Customer Education & Lead

About the Company

Join a forward-thinking Dubai-based technology company revolutionizing digital experiences across e-learning, live streaming, fintech, and e-commerce. Our portfolio of AI-powered SaaS platforms is designed to transform user engagement and operational efficiency on a global scale. With innovation at our core, we’re shaping the future of digital transformation — and we’re just getting started.

We’re looking for someone who’s naturally curious, detail-oriented, and enjoys making complex things easy to understand. You’ll be working across two of our core platforms: one focused on AI-assisted trading and strategy development, and another built around personalized learning and AI mentorship. Your role is to learn how these systems work, understand their value to users, and translate that understanding into clear, accurate, and engaging communication.

You will own all customer-facing product education, including the knowledge base, tutorials/how-tos/blogs, multi-channel release publishing, trading-challenge communications & reporting, and keeping our Knowledge AI agents current. You’ll turn inputs from PMs/SMEs into clear, actionable content customers actually use — all while being a power user of the product.

You’ll work closely with developers, designers, and the communications team to connect technical knowledge with everyday language. From product guides and FAQs to training decks and educational content, you’ll ensure every explanation feels simple, confident, and consistent. You will become a product specialist, a true “product of the product,” learning every feature, operating it end-to-end, and teaching it back to customers and internal teams.

• Knowledge Base (KB) Ownership: Create, update, and structure all KB content (how-tos, FAQs, troubleshooting, API/how-to). Maintain IA, tags/taxonomy, internal links, and the style guide. Run a visible changelog and a doc-freshness SLA after each release.
• Customer Education Content: Write in-depth tutorials, step‑step guides, and “problem → solution” blog posts. Produce screenshots, GIFs, short clips, and plain‑language summaries. Maintain an editorial calendar aligned to upcoming releases.
• Multi‑Channel Release Publishing: Publish synchronized updates across KB, docs portal, blog, Discord/Telegram, social (X/Linked In), and in‑app (where applicable). Own templates, UTM links, visual assets, and a publishing checklist; report reach/engagement and iterate.
• Trading Challenges:
  Publishing & Reporting: Publish rules, timelines, FAQs, and updates for new challenges. Track progress via dashboards; coordinate reporting on sign‑ups, active users, completions, P&L distributions, drawdown breaches, and cohorts (partnering with Data/Engineering as needed).
• Knowledge AI Agent Curation: Keep AI knowledge sources fresh (KB, FAQs, release notes, known issues). Maintain collections/prompts, test answer quality, and close gaps by authoring/patching content. Turn recurring misses into new articles or quick answers.
• Customer Surveys & Content Feedback: Design and run CSAT/NPS/doc‑helpfulness and task‑success surveys. Monitor Discord/support tags for “missing/unclear docs” and turn insights into content updates. Publish a monthly Content Insights note with concrete content actions.
• Support Team Enablement: Create internal playbooks, macros, and “how to handle X” guides aligned with the public KB. Deliver short trainings/Looms for new features and common issues; keep internal FAQs in sync.
• Vendor & Tooling Administration (Knowledge Stack): Administer docs/help center, survey tooling, search, and content analytics. Handle vendor admin, including billing/renewals, removing unused tools, maintaining license hygiene/access, and tracking service health. Ensure integrations work (e.g., status → KB, product → in‑app help).
• Content Governance & Quality: Own style guide, templates, glossary, accessibility checks, and localization readiness. Enforce lightweight SME accuracy reviews. Eliminate stale/duplicated content and broken links.
• Product‑Specialist Commitment: Dedicate weekly hands‑on hours to use the…