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Head of Online Community & Content

People who create typeforms are getting more data. How? By making it conversational—and getting closer to their audience.

In Customer Success, we support people to build the best typeforms they possibly can. That helps them make progress, and means they stick around for longer.

We’re looking for a Head of Self-Help and Online Community to help people who use Typeform get to value quickly and achieve their goals effortlessly, while feeling connected and engaged.

Here’s what Christine Werner, our Director of Customer Success has to say:

We’re looking for a self-help master who’s passionate about building an effortless, intuitive, and connected experience for our customers using Typeform. You will drive social and community support strategy, helping customers on their journeys through this new and evolving ecosystem.

The successful candidate will be an experienced leader with a demonstrated track record of successfully enabling customers within the SaaS space, with a keen understanding of the nuances of customer education and enablement. You will come with proven experience scaling self-help and customer education through Help Center, in-Product and Online Community channels.

You are highly strategic and analytical in your approach. You possess excellent technical and business skills, along with the ability to succeed in complex engagement. You will spearhead a modern content strategy to ensure that customers have frictionless access to the right training, in the right form, across the right channel. You will establish a program to offer continuous learning to keep customers up-to-date on new technologies and new features that are critical to driving customer success.

Reporting to the Director of Customer Success, you will support a team of Content Writers and Video Educators, working collaboratively across CS, Marketing and Product to provide exceptional experience across the customer journey.

If you’re meticulous in your quest to seamlessly enable our customers to get to value quickly and succeed, and can anticipate their needs faster than a psychic, we’d love to hear from you.  

The Role

Here’s what you’ll do:

  • Develop and implement overall self-help  & online community strategy, aligning with key stakeholders such as Product, Marketing, CS and Data
  • Ensuring the Customer Experience removes effort and friction for the customer
  • Work with the Data Team to develop relevant customer insights along the journey, focused on removing friction and effort
  • Build Online Community from the ground up
  • Drive application navigation and self-enablement
  • Define customer documentation needs and information ecosystem
  • Drive greater self-help capabilities through community and user group success
  • Working closely with Product & Design, influence application navigation and self-enablement through product design and  3rd party tools
  • Define, create, and coordinate knowledge management processes across the organization
  • Build online community customer engagement and advocacy programs in collaboration with Marketing, Business Development and Product teams

Here’s what we’re after:

  • You’re fluent in English and eager to work in a multicultural, international environment
  • 5-10 years of experience leading customer self-help & online community for technology companies
  • Post secondary education in related field
  • Ability to understand and communicate technical concepts quickly and accurately
  • Ability to design for the customer experience from an outside-in perspective
  • Ability to challenge legacy behaviors and the status quo
  • Self-discipline and motivation to produce results with minimal supervision
  • Strong attention to details and demonstrated ability to handle multiple priorities
  • Strong analytical, problem solving and creative thinking skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Demonstrated ability to hire, promote and develop talent

And it would be even better if you had the following (but no worries if you don’t):

  • Fluency in Spanish a plus
  • MBA   
  • Vendor evaluation and project management skills

Think you’re a good fit? Hit apply—success might be just around the corner ;-)

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Why work at Typeform?

Good question. Here’s a few reasons...
  • Great culture

    Humble. Creative. Friendly. Talented. These are the people we hire and this is how our working culture is shaped.

  • Over 30 nationalities

    Typeform is a melting pot of nationalities. Every day we learn something new about somewhere new.

  • Make yourself at home

    Quiet spaces. Social spaces. Outdoor spaces. Our office is designed for you—we’ll even buy you slippers to walk around in.

  • Flexible working hours

    Some of us are morning people, some of us are night owls. We focus on results, not what time you arrive.

  • ¿Me entiendes?

    Moving to a new country can be scary. With our free Spanish & English lessons, you’ll feel at home in no time.

  • Private health insurance

    As well as happy, we want you to be healthy. That’s why you get the best medical care with our health insurance.

  • Fuel for thought

    Enjoy a healthy balanced lunch, and grab fresh fruit, juices, and coffee whenever you want. Oh, and our reception’s a bar—with beer.

  • Discounted gym access

    Like to exercise your muscles as much as your brain? Access 100s of gyms around Barcelona for next to nothing.

  • Keep on learning

    With our resource library and a learning & development structure, you’ll have everything you need to help you grow.