Customer Success Knowledge Manager, Ledger

Ledger

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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 we offer:

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 in our Holborn office
Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
Well-being: Personal development, coaching & fitness with our 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 preferred means of transportation
Discounts: Employee discount on all our products

Additional Information:

Job Posted:
July 25, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Success Knowledge Manager