[Hiring] Support Self-Serve Team Lead @Nordhealth

Role Description

We are looking for a Support Self-Serve Team Lead to own and grow the self-serve support experience for Provet, our cloud-based veterinary practice management workspace. This is a new, business-critical role focused on reducing the number of tickets reaching our support agents by helping customers find answers themselves, quickly and confidently.

You will lead the channels that make this possible – our AI support chatbot, in-app product help, and help centre documentation – and bring them together into one coherent self-serve strategy. You will use data on ticket drivers to decide where to invest, create and curate content that resolves issues before they become tickets, and continuously improve how customers get help inside the product.

You will report to the Head of Support and work closely with frontline support, Product, Engineering, Customer Success, and Technical Writing. This is a remote-based role working primarily 9:00–5:00pm GMT, with flexibility required to support a global customer base and distributed team, including occasional early or late meetings.

Your key responsibilities include:

• In-app product help:
  • Lead the design and upkeep of in-app guidance, including contextual help, tooltips, and onboarding flows that help customers self-serve at the point of need.
  • Partner with Product and Engineering to surface the right help in the right place, reducing the need for customers to contact support.
  • Test and iterate on in-app help based on usage data and customer feedback.
• Knowledge base and documentation:
  • Own the strategy, quality, and coverage of the help centre and support documentation.
  • Create, edit, and maintain clear, accurate, customer-friendly articles, working with Technical Writing and subject-matter experts.
  • Keep content current as the product evolves and ensure it is easy to find and search.
• Strategy, data, and leadership:
  • Use ticket and conversation data to identify the top drivers of inbound support contacts and prioritise self-serve improvements that remove them.
  • Set, track, and report on ticket-deflection targets and the impact of self-serve on support volume.
  • Lead, coach, and develop a small team across chatbot, in-app help, and documentation.
  • Report to the Head of Support with regular updates on deflection performance, content health, and opportunities.
  • Champion a self-serve-first mindset across the wider support and product organisation.
• AI support chatbot:
  • Own the AI support chatbot end to end – its knowledge sources, tuning, tone, and escalation paths to human agents.
  • Monitor chatbot conversations to identify gaps, incorrect answers, and unanswered questions, then close those gaps with new or improved content.
  • Track and grow the chatbot's deflection and resolution rate while protecting customer experience and trust.

Qualifications

• Experience owning or contributing to self-serve support channels – knowledge bases, help centres, AI chatbots, or in-app help – in a SaaS or technology environment.
• A track record of reducing support volume or improving deflection through content, automation, or product changes.
• Experience leading or mentoring a team, or a strong desire to step into your first leadership role.
• Excellent written communication skills, with the ability to explain technical topics in a clear, customer-friendly way.
• Comfort working with data to identify ticket drivers and measure impact.
• Familiarity with AI chatbot or conversational support tooling, and an interest in how AI can improve customer support.
• Comfort working with distributed, global teams and flexibility around working hours when required.

Benefits

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare.
• Competitive compensation and benefits.
• Learning and professional growth opportunities.
• The tools you need, and enjoy using.
• Frequent company events and talented colleagues from around the world.

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. [email protected] or [email protected]). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at [email protected]. Your safety and trust are very important to us!