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Summary: This role involves owning the strategy and operations of the Customer Help Centre, focusing on self-service, product adoption, and efficient issue resolution to scale support and improve customer experience. Highlights: 1. Owns Customer Help Centre strategy and operations for customer self-service 2. Partners with teams to identify content gaps and resolve high-volume issues 3. Drives deflection and improves time to value through proactive content creation 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. ### **About Us** 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. ### **Get Ready To Enjoy** * 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.*
