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.