Support Self-Serve Team Lead

Accountabilities:

• Lead and evolve the end-to-end self-serve support strategy across AI chatbot, in-app help, and help centre content to reduce inbound support tickets.


• Analyze support data and ticket drivers to identify recurring issues and prioritize scalable self-service solutions.


• Design, implement, and optimize in-app guidance such as onboarding flows, contextual help, and tooltips to improve product usability.


• Own the structure, quality, and continuous improvement of help centre documentation, ensuring content is clear, accurate, and searchable.


• Manage and improve AI chatbot performance, including knowledge base tuning, escalation paths, and conversational accuracy.


• Track, report, and improve key metrics such as ticket deflection, resolution rates, and self-service adoption.


• Lead, mentor, and develop a small team responsible for content, chatbot, and in-app support initiatives.


• Collaborate cross-functionally with Product, Engineering, Support, and Technical Writing teams to align self-service initiatives with product evolution.


• Champion a self-service-first mindset across the organization to reduce friction in the customer experience.

Requirements

• 4+ years of experience in customer support, knowledge management, product support, or customer experience roles within a SaaS or tech environment.


• Proven experience improving support efficiency through self-service initiatives such as knowledge bases, AI chatbots, or in-app help systems.


• Prior experience in a leadership or mentoring capacity, or strong readiness to step into a first team lead role.


• Strong analytical mindset with the ability to use support data to identify trends, root causes, and optimization opportunities.


• Excellent written communication skills, with the ability to translate complex technical topics into clear, user-friendly content.


• Familiarity with AI-powered support tools, conversational bots, or automation workflows is highly desirable.


• Ability to work effectively in distributed, remote-first teams across multiple time zones.


• Strong organizational skills with the ability to manage multiple initiatives and prioritize effectively in a fast-moving environment.


• Customer-centric mindset with a passion for improving user experience through scalable solutions.


• Experience collaborating with cross-functional teams including Product, Engineering, and Technical Writing.

Benefits

• Fully remote work environment within Europe with flexible working arrangements.


• Competitive compensation package aligned with experience and market benchmarks.


• Opportunity to lead and shape a growing self-serve support function with high business impact.


• Work in a mission-driven, international organization improving digital experiences in a meaningful industry.


• Access to continuous learning and professional development opportunities.


• Exposure to modern support technologies, AI-driven tools, and product-led support strategies.


• Collaborative, inclusive, and globally distributed team culture.


• Participation in regular company events and opportunities to connect with colleagues worldwide.


• Tools and equipment needed to perform effectively in a remote-first setup.

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