Automation & Self-Service Specialist

Job description

It’s an exciting time to join us! We’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life. We’re looking for a detail-oriented and customer-focused professional to own and optimize our support chatbots and FAQ knowledge base. You’ll be responsible for ensuring customers get accurate, timely, and helpful answers through self-service channels. This is not an engineering role — you will work closely with product, support, and content teams to keep information updated, clear, and effective. What you will be doing: - Manage and continuously update chatbot content to improve accuracy, usability, and customer satisfaction. - Curate and maintain the FAQ/knowledge base, ensuring all content is clear, up to date, and aligned with support policies. - Analyze chatbot and FAQ performance metrics (usage, deflection rates, satisfaction scores) and propose improvements. - Collaborate with Customer Support teams to identify recurring issues and knowledge gaps. - Work with...