OverviewWe\''re making the world of digital assets accessible and secure for everyone.

Join the mission. Ledger is the global platform for digital assets and Web3. Founded in 2014, Ledger has a team of more than 500 professionals developing products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets. Ledger has offices in Paris and Vierzon, with locations in the UK, US, Switzerland and Singapore, and has secured over 20% of the world\''s crypto assets through our Ledger Nanos.

At Ledger, we embody values of Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.

Your missionYou 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 user needs and leveraging insights, you will ensure our internal and external knowledge resources are relevant, accessible, and effective in enhancing the customer experience and aligning with the department\''s goals.

Responsibilities

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, and 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 a 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 value feedback from your team peers and provide clear, constructive feedback

What’s in it for you?

Equity: Employees are the foundation of our success, and stock options are awarded to share in growth

Flexibility: A hybrid work policy

Social: Frequent social events, snacks and drinks in our Holborn office

Medical: Comprehensive health insurance with extensive medical, dental and vision coverage

Well-being: Personal development, coaching and fitness with dedicated partners

Vacation: 28 days of paid leave per year, in addition to national holidays

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

Transport: Ledger reimburses part of your transportation

Discounts: Employee discount on all Ledger products

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Computer and Network Security

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