Support Self-Serve Team Lead
Based in Romania, multiple time zonesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- LeadershipData AnalysisCustomer supportSaaS
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.
Responsibilities
- 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.
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