Support Self-Serve Team Lead

Role overview

This opportunity is for a partner company hiring a Support Self-Serve Team Lead in Ireland. The position is centered on improving how customers solve problems on their own by strengthening the support experience across AI chat, in-app guidance, and help centre resources. It combines customer support, product experience, and content strategy in a remote-first setting.

You will take ownership of the self-service support ecosystem and work to ensure users can find accurate answers quickly without creating tickets. The role has a direct influence on lowering support demand, raising customer satisfaction, and helping people adopt the product faster. It is a high-accountability position that blends analytics, content leadership, and cross-functional collaboration.

Key accountabilities

• Shape and continuously improve the end-to-end self-service support approach, covering AI chatbot support, in-app guidance, and help centre content, with the aim of reducing incoming tickets.
• Review support trends and ticket drivers to uncover repeated problems and decide which issues should be solved through scalable self-service options.
• Create, roll out, and refine in-app assistance such as onboarding journeys, contextual help, and tooltips so users can navigate the product more easily.
• Take responsibility for the layout, accuracy, and ongoing quality of help centre content so that articles remain clear, reliable, and easy to search.
• Oversee chatbot quality by improving knowledge base inputs, defining escalation handling, and increasing conversational accuracy.
• Monitor and improve performance measures including ticket deflection, resolution success, and adoption of self-service tools.
• Guide, coach, and support a small team working on content, chatbot, and in-app support projects.
• Partner with Product, Engineering, Customer Support, and Technical Writing to make sure self-service work stays aligned with product changes.
• Promote a self-service-first approach across the company so customers experience less friction when seeking help.

Requirements

• At least 4 years of experience in customer support, knowledge management, product support, or customer experience roles in a SaaS or technology environment.
• Demonstrated success in improving support efficiency through tools such as knowledge bases, AI chatbots, or in-app help experiences.
• Previous exposure to team leadership or mentoring, or strong readiness to move into a first-time team lead position.
• Strong analytical ability to interpret support data, identify patterns, understand root causes, and spot opportunities for improvement.
• Excellent written communication skills with the ability to turn complex technical topics into simple, user-friendly language.
• Experience or familiarity with AI support tools, conversational bots, or automation workflows is strongly preferred.
• Comfort working in distributed teams across multiple time zones in a remote-first environment.
• Strong planning and organizational skills with the ability to manage several priorities in a fast-changing setting.
• Customer-focused mindset and interest in improving the user journey through scalable solutions.
• Experience working with cross-functional teams such as Product, Engineering, and Technical Writing.

Perks and benefits

• Fully remote setup within Europe, with flexible working arrangements.
• Competitive pay package aligned to experience and market standards.
• Chance to lead and define a growing self-serve support function with significant business impact.
• Work for a mission-driven international organisation that improves digital experiences in a meaningful sector.
• Access to ongoing learning and professional development.
• Exposure to modern support tools, AI-enabled workflows, and product-led support approaches.
• Inclusive, collaborative, globally distributed team environment.
• Regular company events and opportunities to connect with colleagues around the world.
• Tools and equipment required for effective remote work.

Additional information

This role is promoted on behalf of a partner company, and that employer will handle applications as well as the next stages of the hiring process.

Data privacy and hiring process

Applications are reviewed through an AI-assisted matching process designed to assess candidates objectively and efficiently against the key requirements of the role. The strongest matches are shortlisted and shared with the hiring company, which is responsible for interviews, assessments, and final hiring decisions.

By applying, you consent to the processing of your personal data for candidate evaluation and for sharing relevant information with the hiring employer. This processing is carried out on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

AI tools may also be used during parts of the hiring workflow, such as reviewing applications, analysing CVs, assessing responses, and checking for possible inconsistencies or verification signals using the available information. These tools support the recruitment team but do not replace human judgment, and final decisions are made by people.