Knowledge Manager

Job Description

Mirakl is seeking a Knowledge Manager to join their Customer Services team. This role is pivotal in transforming documentation into effective knowledge management, creating a user-centric "One Help" experience. The Knowledge Manager will collaborate with Support, Training, Product, and Tech teams to convert complex technical documentation into clear, accessible content, ensuring a unified and searchable knowledge base for agents, clients, and partners.Mirakl's Knowledge Manager role involves:

• Owning and evolving the knowledge management framework for Customer Services.
• Driving the "One Help" strategy, integrating content for seamless searchability.
• Transforming complex content into user-friendly formats.
• Promoting a "content as a product" mindset, emphasizing maintenance and improvement.
• Leading content usability reviews and setting standards for tone and structure.
• Defining and implementing governance, taxonomy, and tagging rules across tools.
• Analyzing usage and feedback to identify content gaps and opportunities for automation.
• Supporting the cultural shift towards shared knowledge responsibility.

Requirements for the role include:

• At least 6 years of experience in knowledge management, content management, or technical documentation within a SaaS company.
• Full professional proficiency in both French and English (written and spoken).
• Proven ability to collaborate with cross-functional teams.
• Experience designing and implementing knowledge systems and governance.
• Strong analytical skills for identifying content gaps and driving improvement.
• Hands-on experience with knowledge management tools (Zendesk, Confluence, LMS).

Mirakl offers:

• A hybrid work policy: 3 days in the office, 2 days remote.