Head of CS Content, Knowledge

1 week ago

Limassol, Limassol, Cyprus inDrive Full time €60,000 - €80,000 per year

inDrive is one of the world's fastest-growing ride-hailing companies — and the international mobility platform built on fairness and transparency. While we've built strong stories around safety, drivers, and regional communications, we now want to bring passengers into the spotlight.

We are seeking an experienced Head of CS Content,, Knowledge & Process Excellence to design, implement, and continuously evolve a global knowledge management system for Customer Service and Operations. The role will establish the Knowledge Base as a strategic product, ensuring all operational processes are documented, standardised, and continuously improved based on customer and business metrics. This leader will partner across CS, Product, and Quality/Safety functions to ensure frontline teams always have the right knowledge, tone, and tools to deliver excellent customer experiences

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s

Responsibiliti

esKnowledge Management & Process Documentati

  • onBuild and own the Knowledge Base as a strategic product, ensuring scalability and accessibility across regions and function
  • s.Document end-to-end operational processes, policies, and procedures in structured, user-friendly format
  • s.Establish governance for content updates, ensuring accuracy, compliance, and consistenc
  • y.Create a closed-loop feedback system to continuously update processes and content based on frontline insights, customer feedback, and business result

s.Content Strategy & Customer Experien

  • ceCo-define with the Brand team and maintain tone of voice, style guides, and communication principles for Customer Servic
  • e.Translate complex operational and product processes into clear, actionable instructions and scenario
  • s.Develop chatbot and automation content strategies to reduce contact rate and increase first-contact resolutio
  • n.Leverage customer and business metrics (CSAT, Contact Rate, Resolution Time, Cost per Contact) to prioritise content improvement

s.Continuous Improvement & Resear

  • chPartner with UX Research, Product, and Data teams to identify process pain points and content gap
  • s.Embed customer insights into the improvement cycle of knowledge and process conten
  • t.Run regular audits of knowledge systems to ensure relevance, usability, and complianc
  • e.Introduce mechanisms for frontline employees to propose changes and validate content accuracy through real-world usag

e.Team Leadership & Stakeholder Manageme

  • ntLead and grow a multi-functional content tea
  • m.Mentor and develop talent, ensuring career growth and engagemen
  • t.Collaborate with CS, Product, Operations, and Training to align knowledge and process documentation with strategic prioritie
  • s.Champion the role of content in shaping customer and employee experienc

e.

Requireme

  • nts3+ years in leadership roles within Customer Service, preferably in content roles (UX Writing, Content Strategy, Knowledge Managemen
  • t).Strong understanding of customer operations and digital service ecosyste
  • ms.Experience in building content functions that directly impact CSAT, Contact Rate, and operational efficien
  • cy.Languages: English proficiency required; additional languages are a pl

us.

Condit

  • ionsStable salary, official employ
  • mentHybrid work mode and flexible sche
  • duleRelocation package offered for candidates moving to Cy
  • prusAccess to professional counseling services including psychological, financial, and legal sup
  • portDiscount club member
  • shipDiverse internal training prog
  • ramsPartially or fully paid additional training cou
  • rsesAll necessary work equip

ment

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