Mirakl is the global leader in platform business innovation. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.
Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.
Mirakl is trusted by 400+ industry-leading businesses worldwide including Macy’s, Decathlon, Best Buy, Airbus, Toyota Material Handling and Sonepar.
Headquartered in Paris and Boston and with offices in 7 countries, Mirakl is recognized as a Great Place to Work company.
Your Impact
As Knowledge Manager within the Customer Services team, you will play a central role in this transformation. You’ll lead the shift from documentation to knowledge management, and help us build a One Help experience that’s simple, actionable, and user-first.
You’ll work with Support, Training, Product and Tech teams to turn complex, technical documentation into clear, digestible content - and to create a unified, searchable knowledge experience for all users: agents, clients, partners.
You’ll be both a builder and a change agent: designing systems and processes, while helping teams adopt new ways of writing, contributing, and thinking about knowledge.
The role is based either in Paris, or Bordeaux. Our office policy is hybrid: 3 days at the office / 2 days remote.
What you will do
- Own and evolve the knowledge management framework for Customer Services, with a focus on Support, Documentation, and Training content.
- Be a key driver of the One Help strategy, ensuring that all content is integrated, searchable, and designed around real user needs.
- Transform our documentation: work with technical and product teams to rewrite and reframe complex content into clear, concise, and user-friendly formats.
- Promote a "content as a product" mindset: content must be maintained, measured, and continuously improved.
- Lead content usability reviews and set standards for tone, format, and structure – to make all assets more actionable and accessible.
- Define and implement governance, taxonomy, and tagging rules across tools (Zendesk, Confluence, LMS...).
- Analyze usage and feedback to identify content gaps, priorities, and opportunities for automation or AI enrichment.
- Support the cultural shift in the organization: equip teams with the rituals, tools, and mindset to treat knowledge as a shared responsibility.
Requirements
- At least 6 years of experience in knowledge management, content management, or technical documentation roles within a SaaS company.
- Full professional proficiency in both French and English (written and spoken).
- Proven ability to collaborate with cross-functional teams to turn complex technical information into clear, user-centric content.
- Experience designing and implementing knowledge systems, governance, taxonomy, and standards.
- Strong analytical skills to identify content gaps and drive continuous improvement.
- Hands-on experience with knowledge management tools (e.g., Zendesk, Confluence, LMS) and leading change management initiatives.
We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you’re ready to join a hyper-growth company at the heart of digital transformation for the world’s most forward-thinking organizations, we strongly encourage you to apply to any of our roles, even if you think you’re not an exact match.
