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