Job Title

We're making the world of digital assets accessible and secure for everyone. Join the mission. Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, Ledger has a team of more than 500 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries. At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we dohere. You will play a pivotal role in crafting and executing knowledge management strategies that empower our customers with self-service options and support our Customer Success teams in France, the US and the UK. By understanding their needs and leveraging insights, you will ensure that our internal and external knowledge resources are relevant, accessible, and effective in enhancing the customer experience and aligning with the department's goals and objectives. Your mission Lead strategy development and implementation for managing knowledge to enhance customer self-service and internal resourcesDirect the Knowledge Team in creating, updating, and organizing accessible internal and external contentCollaborate with cross-departmental teams to identify content needs, ensuring alignment with customer requirements and product updatesCollaborate with Customer Success team members to create and distribute effective communication materials, such as social media posts, Youtube videos, Help Center content, chatbot improvementsUtilize customer feedback and support data to refine knowledge content, aiming to improve customer satisfaction and reduce inquiriesMaintain content standards for consistency, accuracy, and relevance across all knowledge materialsAdvance self-care solutions through AI and machine learning, integrating knowledge content with technical applicationsMeasure the impact of knowledge management initiatives, adjusting strategies based on performance metrics and customer feedbackPromote a culture of continuous learning and improvement, fostering innovation within the team and departmentWhat we’re looking for: Bachelor's degree in communications, marketing, or related field3+ years of experience in communication or marketing roleStrong written and verbal communication skills in EnglishAbility to manage multiple projects simultaneously and meet deadlinesUnderstanding of customer success principles and strategiesAbility to work collaboratively with cross-functional teamsBe a crypto enthusiast (important)Outstanding dedication to provide exceptional customer careStrong organizational and decision-making skillsYou are a problem solver and a doerYou are a great listener. You care about the feedback you receive from your team members and peers. You’re as good at providing clear and constructive feedbackWhat’s in it for you? Equity:Employees are the foundation of our success, and we award stock options so you can share in that success as we growFlexibility:A hybrid work policySocial:Frequent social events, snacks and drinks in our Holborn officeMedical:Comprehensive health insurance policy offering extensive medical, dental and vision care coverageWell-being:Personal development, coaching & fitness with our dedicated partnersVacation:28 days of paid leave per year, in addition to national holidaysHigh tech:Access to high performance office equipment and gadgets, including Apple productsTransport:Ledger reimburses part of your preferred means of transportationDiscounts:Employee discount on all our products#J-18808-Ljbffr