Responsibilities
- Lead and grow initiatives focused on customer support and knowledge management to strengthen self-service options and overall client satisfaction, including implementing AI-driven tools to increase efficiency and reduce support resource demands.
- Oversee the creation and maintenance of Help Center content and customer-facing materials, ensuring accuracy, clarity, and ease of use.
- Work closely with Product, Marketing, Technical, and Customer Support teams to align messaging, resolve systemic challenges, and deliver high-quality client experiences.
- Manage and support the customer support specialists team, including task organization, quality assurance, and performance assessments.
- Drive customer experience enhancements using insights from data, user feedback, and interdepartmental collaboration.
- Engage in feature testing and support preparation ahead of product launches to ensure smooth customer adoption.
Requirements
- Demonstrated background in project management or customer experience improvement.
- Ability to collaborate across departments and lead initiatives involving multiple teams.
- Familiarity with knowledge management practices and customer support operations.
- Proactive mindset with accountability for results and reliance on data for decision-making.
- High proficiency in spoken and written English, as the team is international and all documentation is in English.
- Strong ability to manage multiple tasks and prioritize effectively.
- Experience with tools such as Jira, Confluence, Intercom, or Cloudtalk is a bonus.
Nice to Have
- Certification in project management methodologies.
- Certification in Lean process improvement.
Benefits
- Health Days allow time off for illness without requiring a medical certificate.
- Annual learning allowance for professional development, including courses, books, and training.
- Flexible start times with workday beginning anytime before 11:00.
- Option to work internationally for up to 90 days per year.
- Hybrid work model with balance between home and office settings in a comfortable workspace.
- Allocated budget for team-building activities.
- Referral incentive program for successful hires through employee recommendations.
- Extra bonuses for significant personal milestones and special events.
Work Arrangement
Hybrid
Language requirements
Excellent command of English, both written and spoken, is essential due to the international team structure and English-based knowledge resources.
Flexible working hours
Employees may begin their workday at any time before 11:00, supporting work-life balance.
The opportunity to work outside home country for up to 90 days a year
Team members can work remotely from outside their home country for up to 90 days annually.
The option to work hybrid from home and in our cozy office
The role offers a hybrid setup, combining remote work with time in a welcoming office environment.
A dedicated budget for team-building events
Funds are allocated specifically for activities that strengthen team cohesion and morale.
Referral bonus — receive a reward when you refer a candidate who successfully joins our team
Employees earn a bonus when their referral is hired and remains with the company.
Additional bonuses for special occasions and important life events
One-time bonuses are provided for milestones such as weddings, births, and other significant personal events.
