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Knowledge & Communications Manager (Operations)
4 months ago
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.
- 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.
- 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 .
Do you have experience in content creation within a customer service context? *
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