Global Client Support Project Manager

Mapon

Global Client Support Project Manager overseeing customer support projects at Mapon. Leading strategic initiatives to enhance customer experience through collaboration and technology adoption.

Posted 4/14/2026full-timeRiga • 🇱🇻 LatviaMid-LevelSenior💰 €2,500 - €2,980 per monthWebsite

About the role

Key responsibilities & impact

Lead and develop customer support and knowledge management projects to enhance customer experience and self-service capabilities: including the adoption of ai-tools and processes to improve the efficiency and lower the resource profile of the Customer Support function within Mapon;
Supervise the process of Help Center and customer-facing content development, ensuring quality, relevance, and usability;
Collaborate closely with Product, Marketing, Technician and Customer Support teams to ensure timely information flow and aligned communication: helping to resolve systemic issues, and deliver industry-best customer experiences;
Coordinate and support the work of the customer support specialists team: task prioritisation, quality control, and performance evaluation;
Initiate improvements in customer experience processes based on data, customer feedback, and collaboration insights;
Participate in testing new features and assist in preparing support materials prior to public releases.

Requirements

What you’ll need

Proven experience in project management or customer experience development;
Ability to work effectively across different teams and lead cross-functional projects;
Understanding of knowledge management principles and customer support structures;
Proactive approach, ownership of outcomes, and data-driven mindset;
Excellent English communication skills (written and spoken) (the team is international and our knowledge base is created in English);
Strong multitasking and prioritisation skills;
Experience working with Jira / Confluence, Intercom, Cloudtalk, and other tools is considered a plus.
Nice to have: Project management certification;
Lean methodology certification.

Benefits

Comp & perks

Health Days— take time off when you’re not feeling well, without the need for a sick leave certificate;
An annual learning budget for enhancing your skills and knowledge — from seminars to book purchases;
Flexible working hours — the possibility to start your workday anytime before 11:00;
The opportunity to work outside home country for up to 90 days a year;
The option to work hybrid from home and in our cozy office;
A dedicated budget for team-building events;
Referral bonus — receive a reward when you refer a candidate who successfully joins our team;
Additional bonuses for special occasions and important life events;

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementcustomer experience developmentknowledge management principlesdata-driven mindsetmultitaskingprioritisation

Soft Skills

proactive approachownership of outcomeseffective communicationcollaborationquality control

Certifications

project management certificationLean methodology certification