Documentation & Workflow Manager
Vilnius
Customer Experience – Customer Support /
Full-time /
Hybrid
WHO WE ARE
Ovoko is transforming Europe’s €25B+ used car parts market - a massive, fragmented industry still largely offline. We connect 6,000+ scrapyard owners, car parts sellers and dismantlers with millions of buyers through our marketplace, SaaS and logistics platform, making it effortless to trade parts across borders. With over 35 million parts listed, we’ve grown into one of Europe’s fastest-scaling e-commerce companies, but the real opportunity lies ahead, as we build a real category-defining platform worldwide.
ABOUT THE ROLE
The Documentation & Workflow Manager is a dual-impact role responsible for the structural and educational foundation of our support operations. Your mission is to ensure that every interaction - whether through a self-service article, live agent or chatbot - is accurate, efficient, and aligned with our high quality standards. You will own the entire lifecycle of internal and external documentation, consult with and help the Quality Assurance manager, and ensure operational continuity within our training pipeline with our Knowledge & Enablement Manager.
IN THIS ROLE, YOU WILL
- Own the Customer Experience Documentation Ecosystem: Author, edit, and audit our external Help Center(s) to drive customer self-service, while designing comprehensive internal Standard Operating Procedures (SOPs) that define our departmental workflows.
- Empower the Frontline: Create and optimize a library of communication templates and macros, ensuring specialists have the tools to deliver technically accurate and brand-consistent responses.
- Maintain Content Integrity: Establish a rigorous governance model, performing regular audits to ensure all internal and external documentation remains current within a fast-paced product environment.
- Drive Data-Informed Improvements: Together with the Quality Assurance Manager, analyze QA trends to identify recurring knowledge gaps and proactively translate those insights into updated documentation or targeted training modules.
- Ensure Training Continuity: Serve as the primary backup for the Knowledge & Enablement Manager, stepping in to facilitate onboarding and product training sessions to ensure our educational pipeline never pauses.
- Bridge the Gap for Product Readiness: Act as a liaison for change management, translating complex new product features into actionable internal guides that prepare the CX team for every release.
- Hybrid Process Design: Develop content and workflows with a dual-focus approach—ensuring they are user-friendly for team members while maintaining the structural integrity (machine-readability) required for AI agents to parse, interpret, and act upon them.
WHAT WE'RE LOOKING FOR
- Previous proven record of working in Customer Experience or Support Operations, with experience in Technical Writing, Documentation Management, or Process Design.
- Proven ability to synthesize complex technical information into clear, structured, and user-friendly content.
- Proficiency in Knowledge Management Systems (e.g., Zendesk Guide, Intercom, Notion) and QA platforms (e.g., Klaus, MaestroQA).
- Ability to interpret performance metrics (CSAT, IQS, Deflection rates) to prioritize documentation updates.
- Comfortable presenting and leading training sessions for groups of various sizes.
- A natural inclination toward creating order, structure, and scalable workflows and an uncompromising eye for linguistic precision and technical accuracy.
- The ability to pivot from deep-focus writing to live training or performance coaching as departmental needs shift.
SALARY
The offered salary range for this position is 2200-3100€ (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.
PERKS AND BENEFITS
• Learning budget for your personal and professional growth
• Private health insurance
• Employee stock option plan
• Work from anywhere in the world for up to 30 days per year
• Close collaboration with ambitious colleagues & a real opportunity to shape the “big picture”
• Top-notch hardware and software (MacOS or Windows to choose from)
• Flexible working hours & remote work opportunities
• Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks
