The role

As a Customer HUB lead, you will work closely with the Customer Operations team based in Riga and Leeds. You will own and develop our self-serve content strategy, implementing new initiatives and continuous improvement plans. This role is vital to the successful delivery of the company's objectives and ensuring we support our customers' journey from day one.

You’ll oversee our content across all current and future channels, with a special focus on written and video content, ensuring consistency across all strategic markets.

You’ll also manage key projects, guiding them through all phases—planning, research, implementation, and ongoing optimisation.

This role is varied, and you’ll need to be able to adapt quickly and positively to the team's and the wider business's needs.

Location

Riga, Latvia

Working hours

Monday - Friday,

10:00 - 19:00,

Hybrid working after probation (3 days in office (Monday, Wednesday, Thursday))

What excites you

• Owning and evolving our self-service strategy across all channels, ensuring customers can resolve issues quickly and confidently.
• Leading initiatives that simplify complex information into clear, engaging written and video content.
• Using data, feedback, and chatbot performance insights to continuously optimise Help Centre content and user journeys.
• Driving consistency across global markets through scalable content workflows, translations, and governance.
• Partnering with Product, Support, Training, and QA teams to ensure customer-ready information is accurate, timely, and aligned with product changes.
• Embedding AI-powered solutions and self-serve improvements that reduce contact drivers and elevate customer experience.
• Managing high-impact projects—from research and planning to execution and optimisation—to enhance our digital support ecosystem.
• Building content expertise within Customer Operations by training teams, supporting onboarding, and sharing best practices.
• Taking ownership of COps process drawings—bringing a holistic, visual perspective to simplify and clearly represent operational workflows.
• Regularly reviewing and updating process visuals each quarter, ensuring accuracy, clarity, and alignment across teams while using tools like iGrafx or similar.

What excites us

• You are passionate about empowering customers through intuitive, high-quality self-service experiences.
• You bring strong experience in content strategy, knowledge management, or digital self-service tooling (e.g., Zendesk Guide/Explore).
• You translate insights, data, and stakeholder feedback into practical, scalable improvements.
• You’re a structured communicator who brings clarity to complex topics and drives alignment across teams.
• You thrive in fast-changing environments and proactively identify opportunities to optimise processes and content.
• You combine creativity with analytical thinking—balancing customer empathy with operational impact.
• You are excited by AI-driven support solutions and how they can enhance the effectiveness of Help Centre and chatbots.
• You take ownership, deliver with high standards, and bring energy to continuous improvement.
• You have strong visual thinking skills and can turn operational complexity into clear, intuitive process drawings.
• You take accountability for keeping COps process visuals accurate and up to date, and you are comfortable using tools like iGrafx or similar to build and maintain them.

Base salary range: €2,333 - €3,500 (gross).

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (€2,333 - €2,917) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.