Knowlegde Manager

About

A propos

Mirakl est le leader des solutions logicielles pour le e-commerce. Nous offrons aux entreprises une suite unique de solutions leur permettant de transformer en profondeur leur e-commerce et de stimuler une croissance durable et rentable.

Depuis 2012, Mirakl accompagne les acteurs B2C et B2B avec une technologie de pointe, sécurisée et évolutive, pour :

Digitaliser leurs activités et élargir leur offre via la marketplace ou le dropship,

Simplifier la gestion des catalogues et des paiements fournisseurs, améliorant ainsi l’efficacité opérationnelle,

Augmenter la rentabilité grâce au retail media.

Nous nous engageons également à créer un environnement inclusif et collaboratif, où chaque collaborateur peut s’épanouir et contribuer pleinement à notre réussite commune.

Chiffres clés

  • Fondée en 2012 et membre du French Tech Next40.

  • +750 collaborateurs représentant plus de 40 nationalités à travers le monde.

  • +450 clients B2C et B2B répartis dans plus de 40 pays, parmi lesquels Airbus, Toyota Material Handling, Galeries Lafayette, Carrefour, Decathlon, Maisons du Monde, Leroy Merlin, H&M et Sonepar.

  • Levée de fonds en Série E de 555 millions de dollars, portant sa valorisation à plus de 3,5 milliards de dollars.

  • +9 bureaux dans le monde : Paris, Barcelona, Bordeaux, Boston, London, München, New York, Sydney, Tokyo.

Nos valeurs

Travailler chez Mirakl, c’est accélérer votre carrière aux côtés de collègues ambitieux, passionnés et bienveillants. Nous sommes fiers de la diversité des parcours, des perspectives et des expériences qui rendent nos équipes – et Mirakl dans son ensemble – si uniques et dynamiques.

Chez Mirakl, nous adoptons 5 valeurs conçues pour orienter la manière dont nos équipes collaborent et interagissent les unes avec les autres :

💡 Work Hard Together : Nous croyons en l’importance du travail d’équipe et de la collaboration comme fondements de notre succès.

🏆 Get Things Done : Nous privilégions l’action et l’efficacité pour atteindre des résultats impactants.

🚀 Go Above & Beyond : Nous relevons les défis avec proactivité et visons toujours l’excellence.

🎓 Succeed Through Expertise : Le partage des connaissances et l’apprentissage continu sont au cœur de notre culture.

🤝 Satisfy & Empower Clients : Nous sommes engagés à assurer la réussite de nos clients.

Au quotidien, ces valeurs se traduisent par des actions concrètes qui guident notre manière de travailler, de progresser et de nous connecter les uns aux autres.

Job Description

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.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Possible partial remote