Hybrid Global Client Support Project Manager

at Mapon

• Job title: Global Client Support Project Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €2,500 - €2,980 per month
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Riga, Latvia

About the role

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

Responsibilities

• 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;