About the Role
This role owns the strategy, quality, and day-to-day operation of the Customer Help Centre, ensuring customers can successfully self-serve, adopt the product, and resolve issues efficiently. The role is critical to scaling customer support, improving customer experience, and reducing operational costs through effective content-driven deflection.
Own and operate the Customer Help Centre, including structure, navigation, and ongoing optimization.
Create, maintain, and continuously improve customer-facing documentation, guides, and adoption content.
Partner with Support, Customer Success, and Product teams to identify content gaps and address high-volume or repetitive customer issues.
Analyze support ticket trends and customer feedback to proactively cr...
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