Customer Knowledge Manager (EU)

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.

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.

Revolutionizing solar design to maximize yield and reduce carbon footprints globally.