Remote Self-Serve Support Team Lead - SaaS

Jobgether; Portugal; Presencial; EUR 55 000 - 75 000; Tempo integral

Resumo da oferta

Jobgether is seeking a Support Self-Serve Team Lead based in Portugal to own and scale the self-serve support ecosystem, enabling customers to resolve issues without tickets. In a remote-first environment, you will lead AI chatbots, in-app guidance, and help centre content to reduce tickets and improve satisfaction.

With cross-functional collaboration across Product, Engineering, and Technical Writing, you will shape scalable, customer-centric support experiences and drive product adoption

Qualificações

• 4+ years in customer support or CX roles within SaaS/tech.
• Proven leadership or mentoring experience.
• Strong written communication; ability to translate tech topics into user-friendly content.
• Experience with self-service, knowledge bases, or AI chatbots.
• Ability to work in distributed remote-first teams across Europe.

Responsabilidades

• Lead self-serve support strategy across AI chatbots, in-app help, and help center content.
• Analyze support data to identify recurring issues and scale solutions.
• Design in-app guidance, onboarding flows, and contextual help to improve usability.
• Own and improve help center documentation for clarity and searchability.
• Mentor a small team responsible for content, chatbot, and in-app support.
• Collaborate with Product, Engineering, and Technical Writing to align self-service initiatives with product evolution.

Conhecimentos

Customer support

Knowledge management

Content strategy

AI chatbots

In-app guidance

Data analysis

Ferramentas

Chatbot platforms

Help center software

Descrição da oferta de emprego

Jobgether is seeking a Support Self-Serve Team Lead based in Portugal to own and scale the self-serve support ecosystem, enabling customers to resolve issues without tickets. In a remote-first environment, you will lead AI chatbots, in-app guidance, and help centre content to reduce tickets and improve satisfaction.

With cross-functional collaboration across Product, Engineering, and Technical Writing, you will shape scalable, customer-centric support experiences and drive product adoption