Mapon

Global Client Support Project Manager

Mapon

full-time

Posted on:

Location Type: Hybrid

Location: Riga • Latvia

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Salary

💰 €2,500 - €2,980 per month

About the role

  • 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

  • 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
  • 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;
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

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