Support Self-Serve Team Lead
This role sits at the intersection of customer support, product experience, and content strategy, focused on transforming how users find help and resolve issues independently. You will own and scale the self-serve support ecosystem, ensuring customers can quickly access accurate answers without needing to raise tickets. Working in a remote-first and highly collaborative environment, you will lead initiatives across AI chatbots, in-app guidance, and help centre content to build a seamless support experience. The role has a direct impact on reducing support volume, improving customer satisfaction, and enabling faster product adoption. You will work closely with Product, Engineering, Customer Success, and Technical Writing teams to turn recurring support issues into scalable, self-service solutions. This is a high-ownership position combining data-driven decision-making, content leadership, and customer experience innovation.
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.
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.
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.
