Product Adoption & Support Operations
Core
Design and operate self-service product adoption and support mechanisms for an AI-driven identity security platform, enabling customers to use the product independently while driving product improvements through feedback loops.
Role type
Product Adoption & Support Operations Lead (B2B SaaS)
Builds
Self-service experiences, knowledge bases, and automated support workflows for Josys identity security platform
Domain
Identity Security / AI / B2B SaaS
Deliverable
product features
Required skills
B2B SaaS customer success or product support experience, IT domain knowledge (SaaS, cloud, ID management, SSO), structural thinking, workflow design, quantitative and qualitative analysis
Preferred skills
Zendesk/Pendo tool expertise, tech-touch CS design, IT security/MDM domain knowledge, English content creation
Technologies
Zendesk, Pendo, Slack
Responsibilities
Design and maintain self-service customer experiences, build and update help centers and knowledge bases, provide technical support to stakeholders and customers, analyze user friction points to drive product UX improvements, establish digital tools and modern communication workflows
Seniority
Individual Contributor, mid-level specialist
