Candidatul Ideal
About the Role
We are looking for a Knowledge Manager / Self-Service Manager to drive the development and operation of our European service websites and service applications, enabling users to efficiently resolve issues through self-service channels.
This role plays a key part in improving user experience, increasing service conversion rates, and supporting regional service operations by delivering high-quality, up-to-date service content across digital platforms.
We are looking for a Knowledge Manager / Self-Service Manager to drive the development and operation of our European service websites and service applications, enabling users to efficiently resolve issues through self-service channels.
This role plays a key part in improving user experience, increasing service conversion rates, and supporting regional service operations by delivering high-quality, up-to-date service content across digital platforms.
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Key Responsibilities
Key Performance Indicators
Requirements
- Build and support the rollout of official service websites and service app sections across multiple European countries, including preparation of all required materials and content.
- Manage and operate existing European service websites and service apps, ensuring:
- Timely updates for new product launches
- Creation, review, and publication of service-related articles (monthly cadence)
- Promotion of service campaigns and activities
- Develop and manage knowledge base content, including user manuals, repair information, pricing, benefits, and service processes.
- Support the regional service business operations, including online services, offline service coordination, and service readiness activities.
- Work closely with cross-functional teams (Service, Product, Marketing, IT, Regional Teams) to ensure smooth execution and alignment with business goals.
- Monitor and analyze self-service usage performance using Google Analytics and defined KPIs (click-through rates, service volume).
- Drive continuous improvement initiatives to increase self-service adoption and conversion rates.
Key Performance Indicators
- App Service Volume Click Rate
- Official Website Service Volume Click Rate
- Growth in self-service usage across service platforms
Requirements
- Bachelor’s degree or higher
- Fluent English is required; Chinese is a plus
- Mandatory experience in the consumer electronics industry
- Proven experience in knowledge management, digital service operations, or self-service platforms
- Strong cross-department collaboration skills with the ability to drive initiatives end-to-end
- Analytical mindset with experience using Google Analytics or similar tools
- Self-driven, results-oriented, proactive, and highly responsible
- Positive attitude, structured thinking, and strong ownership mentality
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What We Offer
Opportunity to work in a multinational environment with regional exposure across Europe
High-impact role influencing customer experience and service strategy
Competitive compensation and benefits
Professional growth in a fast-paced, technology-driven organization
About us
We’re a fast-growing customer service and technical support company that values professionalism, teamwork, and quality.
We focus on developing our people and providing our clients with an exceptional support experience.
Join us and grow in a team that supports you every step of the way!
Opportunity to work in a multinational environment with regional exposure across Europe
High-impact role influencing customer experience and service strategy
Competitive compensation and benefits
Professional growth in a fast-paced, technology-driven organization
About us
We’re a fast-growing customer service and technical support company that values professionalism, teamwork, and quality.
We focus on developing our people and providing our clients with an exceptional support experience.
Join us and grow in a team that supports you every step of the way!
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