As a Customer Support and Success Manager, guide craftsmen through digital processes using Craftnote. Engage with customers and enhance their experience with tailored onboarding and support.
About the role
- Digital Customer Experience Lead at Trustly driving evolution of digital services for better customer interactions. Focused on AI/ML and innovative solutions for superior customer experiences.
Responsibilities
- Help to define and drive the evolution of our digital experiences for the services organization
- Encompass external support sites, content, bots, communities, SEO, and future technologies
- Leverage AI/ML capabilities to enhance and evolve customer experiences
- Evaluate the technology stack supporting digital experiences and recommend platform investments
- Define user stories and acceptance criteria to execute against the roadmap
- Manage dependencies effectively and ensure high-value delivery
- Provide hands-on support to configure or troubleshoot platforms when needed
- Apply a data-driven mindset to define KPIs for each platform
- Collaborate cross-functionally with teams to align and deliver best-in-class customer experiences
Requirements
- 5+ years of experience in product management within a technical environment, working closely with development team
- 5+ years working in digital support, with breadth of exposure to various digital support channels
- Proven track record of improving digital customer experiences with measurable business impact
- Strong experience in defining success metrics and leading reporting enhancements to accurately reflect digital performance
- Sound judgment and decision-making skills, with the ability to balance user needs and business priorities
- Excellent communication, interpersonal, and negotiation skills
- Collaborative, solution-oriented mindset with a proactive and supportive approach to problem-solving
- Self-motivated and accountable, with the ability to work independently and deliver high-quality outcomes on time
Benefits
- 20 to 30 days of holiday to support a healthy work-life balance
- Monthly team outing allowance to enjoy social events with your colleagues
- Parental leave top-up additional support for new parents
- Daily breakfast and on-site perks to make your workday smoother
- Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
- additional benefits designed to enhance your work-life experience!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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