Job Description

WHAT YOU WILL BE DOING Self-Service Strategy & Optimization: Develop and implement strategies to increase self-service adoption and success rates across all channels (web portal, knowledge base, FAQs, chatbots, etc.). Work closely with product, customer support, and UX/UI teams to ensure self-service tools are intuitive, effective, and aligned with customer needs. Analyze customer behavior and support data to identify areas for improvement in the self-service journey, aiming to reduce the need for human-assisted support. Track self-service ecosystem KPI performance results Knowledge Management: Develop a Knowledge Management Program Adoption of Knowledge Centric Support Implement AI search Deploy a portal login authentication method Create, curate, and maintain high-quality self-service content, including knowledge base articles, FAQs, tutorials, how-to guides, and troubleshooting documentation. Ensure content is accurate, up-to-date, easily searchable, and optimized for findability. Implement a content review and approval process to maintain quality and consistency. Customer Portal: Develop our customer support portal, ensuring seamless integration with our technical support platform. Configure Support Portal to optimize self-service functionality, knowledge base organization, and user experience. Leverage analytics to track self-service usage, identify trends, and measure the effectiveness of self-service initiatives. Implicit and Explicit Deflection: Implement and optimize chatbots, FAQs, knowledge bases, and other self-help tools to proactively address customer needs and deflect support requests. Collaborate with the customer support team to identify opportunities for explicit deflection, guiding customers toward relevant self-service resources. Reporting and Analytics: Track and analyze key self-service metrics, including self-service success rates, implicit and explicit deflection rates, customer effort scores, and CSAT. Develop dashboards and reports to communicate the impact of self-service efforts to leadership and stakeholders. Continuous Improvement & Innovation: Stay informed about the latest trends and best practices in knowledge management and self-service support. Identify and implement innovative solutions to enhance the self-service experience and drive continuous improvement. WHAT YOU BRING 10+ years of proven experience in customer support, operations, or a similar role focusing on self-service platforms and knowledge management. Hands-on experience with Khoros, Freshservice or similar platforms. Strong analytical skills with a focus on data-driven decision-making, particularly around self-service KPIs. Excellent writing and content creation skills, with the ability to communicate technical information clearly and concisely. Strong project management skills, with the ability to work cross-functionally and manage multiple initiatives. Excellent communication and stakeholder management skills. Experience in the SaaS or IGA/IAM/PAM space. Familiarity with automation tools and AI-driven customer support solutions. Experience with SEO principles and practices. Experience with A/B testing Preferred candidate profile