Responsibilities
Knowledge Management & Process Documentation
- Build and own the Knowledge Base as a strategic product, ensuring scalability and accessibility across regions and functions.
- Document end-to-end operational processes, policies, and procedures in structured, user-friendly formats.
- Establish governance for content updates, ensuring accuracy, compliance, and consistency.
- Create a closed-loop feedback system to continuously update processes and content based on frontline insights, customer feedback, and business results.
Content Strategy & Customer Experience
- Co-define with the Brand team and maintain tone of voice, style guides, and communication principles for Customer Service.
- Translate complex operational and product processes into clear, actionable instructions and scenarios.
- Develop chatbot and automation content strategies to reduce contact rate and increase first-contact resolution.
- Leverage customer and business metrics (CSAT, Contact Rate, Resolution Time, Cost per Contact) to prioritise content improvements.
Continuous Improvement & Research
- Partner with UX Research, Product, and Data teams to identify process pain points and content gaps.
- Embed customer insights into the improvement cycle of knowledge and process content.
- Run regular audits of knowledge systems to ensure relevance, usability, and compliance.
- Introduce mechanisms for frontline employees to propose changes and validate content accuracy through real-world usage.
Team Leadership & Stakeholder Management
- Lead and grow a multi-functional content team.
- Mentor and develop talent, ensuring career growth and engagement.
- Collaborate with CS, Product, Operations, and Training to align knowledge and process documentation with strategic priorities.
- Champion the role of content in shaping customer and employee experience.
Qualifications
- 3+ years in leadership roles within Customer Service, preferably in content roles (UX Writing, Content Strategy, Knowledge Management).
- Strong understanding of customer operations and digital service ecosystems.
- Experience in building content functions that directly impact CSAT, Contact Rate, and operational efficiency.
- Languages: English proficiency required; additional languages are a plus.
Conditions & Benefits
- Stable salary, official employment
- Hybrid work mode and flexible schedule
- Relocation package offered for candidates moving to Cyprus
- Access to professional counseling services including psychological, financial, and legal support
- Discount club membership
- Diverse internal training programs
- Partially or fully paid additional training courses
- All necessary work equipment