This role owns the strategy, quality, and day-to-day operation of the Customer Help Centre, ensuring customers can successfully self-serve, adopt the product, and resolve issues efficiently. The role is critical to scaling customer support, improving customer experience, and reducing operational costs through effective content-driven deflection.
Own and operate the Customer Help Centre, including structure, navigation, and ongoing optimization.
Create, maintain, and continuously improve customer-facing documentation, guides, and adoption content.
Partner with Support, Customer Success, and Product teams to identify content gaps and address high-volume or repetitive customer issues.
Analyze support ticket trends and customer feedback to proactively create content that drives deflection and improves time to value.
Ensure all Help Centre content is accurate, up to date, and aligned with product releases and changes.
Measure and report on Help Centre performance, including usage, deflection impact, and customer satisfaction signals.
Utilize product domain expertise to serve as a trusted technical advisor and resource for customers.
Experience
Proven experience owning or managing a customer help centre, knowledge base, or self-service documentation platform in a B2B SaaS environment.
Experience working closely with Support, Customer Success, and Product teams to identify content gaps and reduce repetitive customer questions.
Demonstrated impact on support ticket deflection, customer adoption, or customer experience through documentation or enablement content.
Skills
Strong written English communication skills, with the ability to explain complex technical concepts clearly and concisely to a global customer base.
Ability to analyze support ticket trends, customer feedback, and usage data to prioritize and optimize content.
Strong organizational skills and an ownership mindset, with the ability to manage a large and evolving content library independently.
Comfortable working in fast-moving product environments where documentation must keep pace with frequent releases.
Ability to communicate in several languages other than English is a plus (Spanish, German, Italian, Portuguese, or French preferred)
Domain Knowledge (Preferred)
Familiarity with B2B SaaS products, ideally in technical, engineering-led, or data-driven domains.
Experience with using AutoCAD, Zendesk, Monday.com, and Gainsight
Solar or Engineering backgrounds preferred.
Hands-on technical experience with CAD/engineering or solar industry software preferred.
Understanding of customer adoption, onboarding, and retention drivers.
Ways of Working
Highly collaborative, with the ability to work cross-functionally without requiring heavy oversight.
Proactive and customer-centric, identifying issues before they surface as support tickets.
Detail-oriented, accountable, and comfortable acting as the single owner of the Help Centre.
PVcase is moving solar forward with an alternative to the traditional labor-intensive, time-consuming, error-prone solar project development process. With our sophisticated site selection, PV design, and yield estimation software, you can achieve maximum results in a fraction of the time — to succeed faster, build better, and accelerate the global transition to clean energy. PVcase ends clunky processes and corrupted data to clear the path to a net-zero economy.
Whether you use a single product or plug into the entire platform, our end-to-end site selection, design, and yield assessment software makes you faster, precise, and highly productive at every stage of project development. PVcase is a leading choice for solar energy professionals — our platform serves over 1,800 customers in 75+ countries, powering the development of more than 4 TW of projects a year.
Flex benefit package, customizing perks to match your unique style.
Enjoy unlimited remote work or join the vibrant offices in Vilnius, Kaunas, or Barcelona.
Flexible working hours, harmonizing your personal and professional life.
Half-day Summer Fridays.
Full training and onboarding program for a seamless start.
Exclusive work only with international markets.
Considerable & steadily increasing salary, recognizing and rewarding your dedication.
Frequent in-office and after-hours activities with team members.
Participation in international training programs.
Internal transparency with company results and salary system, promoting a culture of trust and collaboration.
Additional paid vacation days, including birthdays, volunteering, and other occasions.
Immigration-related employment benefits, such as visa sponsorship, are not available for this position.
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