Self-Help/Customer Support

Alba; Oslo; On-site; NOK 550,000 - 750,000; Full time

Job summary

Alba in Oslo is seeking a customer support-focused professional to join our product and design team. You will answer tickets, shape the self-help experience, and influence how AI and humans collaborate to help customers get unstuck.

You'll own the customer journey from first contact to resolution, help build in-product guidance, and feed learnings back to product to improve tools, docs, and processes.

Responsibilities

• Answer support tickets directly and keeping our ticketing-systen (Helpscout) empty
• Own the customer's experience of getting unstuck, whether a person or AI answers
• Build and improve self-help: guides, in-product help, and the AI behind it
• Turn support patterns into fixes, feeding what you learn back to product
• Stay close to operators so we keep understanding their world

Job description

AI can answer a growing number of the questions that come in, which frees up the human side for the more interesting work: designing the self-help experience, deciding what AI should answer and how it should sound, spotting the patterns behind repeat questions, and turning them into better product and clearer docs.

What You'd Do

• Answer support tickets directly and keeping our ticketing-systen (Helpscout) empty
• Own the customer's experience of getting unstuck, whether a person or AI answers
• Build and improve self-help: guides, in-product help, and the AI behind it
• Turn support patterns into fixes, feeding what you learn back to product
• Stay close to operators so we keep understanding their world

You'd need to like people and like systems. The role sits between customer, product, and the tools we use to help, and you'd help define how all three fit together.

If you want to shape what modern customer support looks like while staying close to the people who use what we build, we'd love to hear from you.

Product & designOsloFull-time