Job description
Job Summary
As a Senior Self-Service Specialist, you will play a key role in designing and evolving customer-facing digital experiences that empower users to solve their needs independently - quickly, confidently, and without unnecessary friction. Our ambition is to make self-service the first and preferred choice for customers, not just a fallback option.
In this role, you will own and optimize both existing and new self-service capabilities across our digital touchpoints. You’ll work to improve functionality, uncover customer pain points, and identify opportunities to drive customer satisfaction, accuracy, and cost efficiency at scale.
This is a highly cross-functional role requiring collaboration with different key stakeholders and content teams to ensure alignment across all self-service initiatives. You’ll bring structure, insight, and a customer-first mindset to everything you do — from launching new features to fine-tuning flows that already exist.
The ideal candidate will operate in full alignment with the company’s strategy and values, ensuring that relevant information is effectively shared across teams, stakeholders, and partners.
This position reports to Senior Manager, Customer Success, and is based in Athens.
Responsibilities:
Own and evolve self-service capabilities across web, app, chatbot, and help center — ensuring functionality is seamless, effective, and scalable.
Consult on the design of intuitive user journeys that allow customers to complete post-booking actions (e.g., changes, cancellations, schedule updates) independently.
Ensure customers can easily perform key actions without agent support.
Analyze performance data and customer feedback to identify pain points, friction, and automation gaps — and translate these into actionable improvements.
Collaborate closely with internal and cross-functional teams to align initiatives, share insights, and ensure consistency across all digital touchpoints.
Ensure all customer communication in self-service flows (templates, messages, chatbot responses) is clear, accurate, and aligned with our tone of voice.
Monitor and optimize key self-service metrics such as containment rate, resolution success, CSAT, and contact deflection.
Support the rollout of new features or updates, providing guidance on content, logic, and customer experience implications.
Act as a subject matter expert on self-service experience within the CS organization.
Drive alignment with strategic partners, ensuring our self-service approach supports mutual goals and long-term vision.
Prioritize improvements that balance customer experience, scalability, and operational efficiency.
1–3 years of experience in customer experience, digital operations, self-service design, or a similar role.
Proven track record working on digital support tools (web portals, chatbots, help centers, or mobile app features).
Strong understanding of customer journeys, pain points, and behavior in post-booking or problem-solving contexts.
Experience collaborating with cross-functional teams.
Ability to analyze customer data, usage patterns, and feedback to identify opportunities for improvement.
Familiarity with self-service KPIs (e.g., containment rate, deflection, CSAT, time to resolution).
Project management skills, being able to prioritize, manage stakeholders, and drive outcomes.
Strong communication skills with the ability to present ideas or data simply and clearly.
A customer-first mindset paired with business awareness — balancing user experience with operational and cost impacts.
Strong working use of Excel, PowerPoint, Word (we use GDrive equivalents).
We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:
- Health Benefits - Through partners, we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.
- Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
- Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
- Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
- Team activities - We also like to schedule company/department/team activities and events outside the office space!
- Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.
Click here to meet our team!
Diversity disclaimer: At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.
#LI-KS2
