Global Client Support Project Manager

TL;DR

Global Client Support Project Manager (SaaS/Telematics): Lead customer support and knowledge management projects, including AI tool adoption and processes to enhance efficiency and self-service. Focus on cross-functional collaboration with Product, Marketing, and Support teams, data-driven process improvements, and supervising support specialists performance.

Location: Hybrid from home and office (Latvia, Lithuania, Estonia)

Salary: From 2350–2980 EUR/month gross (depending on country, skills & experience)

Company

Fast-growing SaaS provider of telematics, GPS tracking, video telematics, and fleet management solutions across Europe.

What you will do

• Lead customer support and knowledge management projects, including AI tools implementation to improve efficiency and customer experience.
• Supervise Help Center and customer-facing content development for quality and usability.
• Collaborate with Product, Marketing, Technician, and Support teams to resolve issues and align communications.
• Coordinate support specialists: task prioritization, quality control, and performance evaluation.
• Initiate process improvements based on data, feedback, and insights.
• Participate in new feature testing and prepare support materials before releases.

Requirements

• Proven experience in project management or customer experience development.
• Ability to lead cross-functional projects and work across teams.
• Understanding of knowledge management and customer support structures.
• Proactive, ownership-driven, data-minded approach.
• Excellent English communication skills (written and spoken) – international team and English knowledge base.
• Strong multitasking and prioritization skills.

Nice to have

• Project management certification.
• Lean methodology certification.
• Experience with Jira, Confluence, Intercom, Cloudtalk.

Culture & Benefits

• Flexible working hours (start before 11:00).
• Health Days without sick leave certificate.
• Annual learning budget for seminars and books.
• Work outside home country up to 90 days/year.
• Team-building budget, referral bonuses, special occasion bonuses.

Hiring process

• CV review by HR and Hiring Manager (CSO).
• Pre-recorded video interview via Testlify (language and position questions).
• Video interview with HR and Hiring Manager (up to 60 min).