Jobgether
Support Self-Serve Team Lead
TLDR
Lead and scale a self-serve support ecosystem across AI chatbots, in-app guidance, and help centre content to reduce tickets and boost product adoption.
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.
- 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.
- 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.
Requirements
Benefits
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Benefits
Equity Compensation
Competitive compensation package aligned with experience and market benchmarks.
Remote work tools and equipment
Tools and equipment needed to perform effectively in a remote-first setup.
Learning Budget
Access to continuous learning and professional development opportunities.
Company events and networking
Participation in regular company events and opportunities to connect with colleagues worldwide.
Remote-Friendly
Fully remote work environment within Europe with flexible working arrangements.
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services
Customer Service