Documentation & Workflow Manager

TL;DR

Documentation & Workflow Manager (Customer Experience): Responsible for the structural and educational foundation of support operations, ensuring accurate, efficient interactions aligned with high quality standards. Focus on maintaining content integrity, driving data-informed improvements, and bridging the gap for product readiness.

Location: Hybrid in Vilnius

Salary: from 2000€ (gross) per month

Company

hirify.global is one of the fastest-growing e-commerce startups in Europe, connecting 6000+ scrapyard owners and car parts sellers to an international audience.

What you will do

• Own the Customer Experience Documentation Ecosystem by authoring, editing, and auditing external Help Centers and internal Standard Operating Procedures (SOPs).
• Empower the Frontline by creating and optimizing communication templates and macros.
• Maintain Content Integrity by performing regular audits to ensure all documentation remains current.
• Drive Data-Informed Improvements together with the Quality Assurance Manager, translating insights into documentation or targeted training modules.
• Ensure Training Continuity by facilitating onboarding and product training sessions.
• Bridge the Gap for Product Readiness by translating new product features into actionable internal guides.

Requirements

• Previous proven record of working in Customer Experience or Support Operations, with experience in Technical Writing, Documentation Management, or Process Design.
• Proven ability to synthesize complex technical information into clear, structured, and user-friendly content.
• Proficiency in Knowledge Management Systems (e.g., Zendesk Guide, Intercom, Notion) and QA platforms (e.g., Klaus, MaestroQA).
• Ability to interpret performance metrics (CSAT, IQS, Deflection rates) to prioritize documentation updates.
• Comfortable presenting and leading training sessions for groups of various sizes.
• A natural inclination toward creating order, structure, and scalable workflows and an uncompromising eye for linguistic precision and technical accuracy.

Culture & Benefits

• Learning budget for your personal and professional growth.
• Private health insurance.
• Employee stock option plan.
• Work from anywhere in the world for up to 30 days per year.
• Flexible working hours & remote work opportunities.
• Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks.