Knowledge & Communications Manager (Operations)

Knowledge & Communications Manager (Operations)FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive. As a Knowledge & Communications Manager, your main job is to develop and deliver a content and self-service strategy for FREENOW users. Your objective is to ensure that passengers and drivers have easy access to high-quality support information. You'll lead the way in improving how our support system works, including introducing a ChatBot in 2024.Your focus will be on making things easier for everyone by reducing the need for direct contact, improving self-service options, and making sure customers have a great experience.YOUR DAILY ADVENTURES WILL INCLUDE:Develop and implement a self-service strategy to improve support for passengers and drivers, aiming to reduce direct contact and enhance satisfaction.Drive KPIs & metrics to track self-service effectiveness, focusing on reduced contact, improved satisfaction, and increased self-service usage.Lead the launch of ChatBot for Passenger and Driver apps, ensuring effective decision trees, content creation, and tracking of its impact.Manage our Help Centers to ensure accurate content and user-friendly layout, supporting our goal of reducing inbound contact and improving user experience.Oversee the accuracy and effectiveness of outbound communication templates, aiming for high customer satisfaction and minimal reopen rates.Collaborate with Local Markets and Localization Team to translate content effectively, maximising the impact of our self-service materials across languages.Gather industry best practices and partner with other members of our Central Operations and Technology Teams to ensure our content is optimised to tackle the main questions faced by our users.Maintain strong stakeholder relationships for self-service strategy alignment and support, through regular communication and collaboration.TO BE SUCCESSFUL IN THIS ROLE:Demonstrated experience and deep understanding of industry best practices in Customer Care Self-Service.Be an advocate for the voice of the customer and be committed to delivering a best-in-class support experience.Proven ability to proactively innovate and improve processes for efficiency, including regular communication with stakeholders to gather insights and drive innovation.Demonstrated proficiency in data-driven decision-making, problem-solving, and strategic thinking.Strong communication skills demonstrated through regular updates and collaboration with key stakeholders, both internally and externally, to ensure alignment and drive continuous improvement initiatives.Proficiency in Zendesk, particularly in Guide, Macro, and Flow Builder features.Excellent level of written, analytical and verbal communication skills in English. Any other language is a plus. BENEFITS & PERKS IN A NUTSHELL: Fully remote or hybrid working models
Free Udemy e-learning access
Sabbatical & special leave policies
Subsidised gym membership Birthday, 24th + 31st December off Mobility Benefits Card
L&D opportunities
Employee assistance program Plus more local benefits depending on your work location!DIVERSITY, EQUITY & INCLUSION: FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve,
bring your true self to work
.
SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:
Do you have experience in content creation within a customer service context?
*
--
What is your earliest possible starting date? (work permit, notice period, etc.)
*
Please mention your salary expectation (gross / year)
*
Please confirm your legal work authorization status. If you currently require sponsorship (or will require sponsorship in the future), please include: The type of visa or sponsorship you currently have (or will require in the future). The timing of when you will require sponsorship. Any additional information that FREE NOW may need to know in determining whether or not they will be able to provide sponsorship.
*
I hereby agree to the processing of my personal data for recruitment purposes in accordance with Art. 6 (1) (a) GDPR. I confirm that I have read the Privacy Policy including information about the purpose and methods of processing personal data and the right to access and rectify it.
*
Privacy Policy
Please select
I hereby give my consent to add my application data to the talent pool in case of a rejection to get back to me for similar vacancies.
*
Privacy Policy
Please select
I agree to transfer my application data to our subsidiary companies to contact me for similar positions within our FREE NOW Group.
*
Privacy Policy
Please select
#J-18808-Ljbffr