TL;DR

Head of CS Content, Knowledge & Process Excellence: Designing and evolving a global knowledge management system for Customer Service and Operations with an accent on establishing a strategic Knowledge Base. Focus on leading a multi-functional content team and ensuring continuous improvement based on customer insights.

Location: Hybrid - Cyprus, Paphos

Company

%hirify_global% is a company focused on enhancing customer service and operational excellence.

What you will do

Build and own the Knowledge Base as a strategic product.
Document operational processes, policies, and procedures.
Co-define tone of voice and communication principles for Customer Service.
Develop content strategies to improve customer experience.
Lead and grow a multi-functional content team.
Collaborate with various teams to align documentation with strategic priorities.

Requirements

3+ years in leadership roles within Customer Service.
Strong understanding of customer operations.
Experience in building content functions impacting CSAT and operational efficiency.
English proficiency required; additional languages are a plus.

Conditions & Benefits

Stable salary, official employment.
Hybrid work mode and flexible schedule.
Relocation package offered for candidates moving to Cyprus.
Access to professional counseling services.
Diverse internal training programs.
All necessary work equipment.