Team Lead Content - Customer Experience team

Our Mission

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Location

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location where you are permitted to work from. Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.

We will support you in case you would like to relocate to Germany.

Your Mission

Jimdo is expanding rapidly their product and service offering to continuously provide small businesses with the right tools to thrive and the customer experience is an important piece of the strategy to make sure this happens. Our Support Operations team needs to align this hustle in order to provide outstanding support to our Customers.

In order to achieve this mission, we are looking for a passionate leader with a strong background on internal and external Content strategy in Customer Support environments to evolve the customer experience for Jimdo and their customers around the world. You will manage a team responsible for creating and managing high-quality support and educational content at scale for users who visit our Help Center, require guidance within their web page console (CMS) or contact us for support. This role requires you to develop and implement strategies that create delightful customer support and seamless onboarding experiences, work closely with cross-functional stakeholders and continuously identified opportunities for content to generate positive impact.

Responsibilities

  • Lead a team of 2 that sets up and own the vision, roadmap, and strategy for knowledge management overall within Support Operations
  • Develop and drive proven content strategies across modalities: Email/Chat/Phone, internal knowledge base articles and flows
  • Design and direct content strategies towards automations, chat bot and conversational AI
  • Develop and implement content strategies for new customers Onboarding and success practices.
  • Optimize new and existing content to continuously improve and adapt to the changing needs of the different markets
  • Work with our the Support Leadership team to scale automated content and define content strategies for self-service and real time customer experiences
  • Provide insights to the business on where we can improve and optimize through continuous improvement and process optimization

Requirements

  • 6+ years of experience in Content Management, Content Operations or Content Strategy
  • You have experience of leading or supervising teams or colleagues
  • You know what it is like to build processes structurally and methodically with an eye toward strategic impact and process improvement
  • Have knowledge and understanding of creating a seamless service journey that delivers a great customer experience
  • Experience in using data and measurement to influence content strategies and solutions
  • You have understanding of Freemium or Saas digital products
  • You worked with Knowledge Management Systems (e.g., Zendesk, Confluence)