Global Client Support Project Manager

2 weeks ago

Riga, Rīga, Latvia Mapon Full time €2,500 per year

Mapon is a leading provider of efficient and user-friendly GPS tracking and fleet management solutions, serving both enterprises and private individuals. Our platform supports the management of over 300,000 active tracking devices worldwide, with users collectively covering more than 40 billion kilometers to date. As one of the market leaders in the telematics industry, Mapon delivers reliable, scalable solutions that help businesses optimize operations, improve safety, and reduce costs.

Mapon is looking for a Global Client Support Project Manager whose main responsibility will be to lead and oversee strategic initiatives in the customer support domain. The role includes managing customer experience development projects, coordinating the implementation and use of AI tools in support processes, overseeing the knowledge management team, and driving collaboration across departments.

Key Responsibilities:
  • Lead and develop customer support and knowledge management projects to enhance customer experience and self-service capabilities;
  • Supervise the process of Help Center and customer-facing content development, ensuring quality, relevance, and usability;
  • Collaborate closely with Product, Marketing, and Customer Support teams to ensure timely information flow and aligned communication;
  • Coordinate and support the work of the customer support specialists team – task prioritization, quality control, and performance evaluation;
  • Initiate improvements in customer experience processes based on data, customer feedback, and collaboration insights;
  • Participate in testing new features and assist in preparing support materials prior to public releases.

Requirements:
  • Experience in project management or customer experience development;
  • Ability to work effectively across different teams and lead cross-functional projects;
  • Understanding of knowledge management principles and customer support structures;
  • Proactive approach, ownership of outcomes, and data-driven mindset;
  • Excellent English communication skills (written and spoken);
  • Strong multitasking and prioritization skills;
  • Experience working with Jira / Confluence, Intercom, Cloudtalk, and other tools is considered a plus.
We offer:
  • A fixed monthly salary of EUR 2500 gross (before taxes);
  • Paid lunches and fresh fruit in the office;
  • Personalized employee benefits after the probation period — you can choose the option that suits you best: (a premium health insurance policy (including mental health support, dental care, and massage courses), a sports program, or Employer contributions to your 3rd pension pillar);
  • Additional paid days off, including your birthday;
  • Paid days for physical and mental well-being recovery;
  • An annual learning budget to support your professional development — from seminars to book purchases;
  • Free parking next to the office;
  • Flexible working hours — start your workday anytime before 11:00;
  • Additional paid leave for various life situations, including paid study leave;
  • The possibility to work remotely or from our cozy office;
  • A dedicated budget for team-building activities;
  • Covered participation in major sports events such as Stirnu buks and the Riga Marathon;
  • Hobby groups and social activities within the Draugiem Group community.

We look forward to receiving your CV

*Please note that we provide detailed feedback on interview or technical task performance only to candidates who reach the final stage of the selection process.

AS Mapon (Reg. No

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