Customer Support Knowledge Manager

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 do here.

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 resources

• Direct the Knowledge Team in creating, updating, and organizing accessible internal and external content

• Collaborate with cross-departmental teams to identify content needs, ensuring alignment with customer requirements and product updates

• Collaborate with Customer Success team members to create and distribute effective communication materials, such as social media posts, Youtube videos, Help Center content, chatbot improvements

• Utilize customer feedback and support data to refine knowledge content, aiming to improve customer satisfaction and reduce inquiries

• Maintain content standards for consistency, accuracy, and relevance across all knowledge materials

• Advance self-care solutions through AI and machine learning, integrating knowledge content with technical applications

• Measure the impact of knowledge management initiatives, adjusting strategies based on performance metrics and customer feedback

• Promote a culture of continuous learning and improvement, fostering innovation within the team and department

What we’re looking for:

• Bachelor's degree in communications, marketing, or related field

• 3+ years of experience in communication or marketing role

• Strong written and verbal communication skills in English

• Ability to manage multiple projects simultaneously and meet deadlines

• Understanding of customer success principles and strategies

• Ability to work collaboratively with cross-functional teams

• Be a crypto enthusiast (important)

• Outstanding dedication to provide exceptional customer care

• Strong organizational and decision-making skills

• You are a problem solver and a doer

• You 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 feedback

What’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 grow

• Flexibility: A hybrid work policy

• Social: Frequent social events, snacks and drinks

• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage

• Retirement: 401k with employer match

• Well-being: Personal development, coaching & fitness with our dedicated partners

• Vacation: 20 days of paid leave per year

• High tech: Access to high performance office equipment and gadgets, including Apple products

• Transport: Ledger reimburses part of your preferred means of transportation

• Discounts: Employee discount on all our products