Content Experience Specialist New Paris, France

Mirakl; Paris; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

Mirakl in Paris is seeking a Customer Experience/AI Platform Specialist to own One Help, mirroring our AI-powered digital support. You will configure the platform, optimize AI interactions, and work with Engineering to deliver better self-service.

Ideal candidates have 3–5 years in customer experience or knowledge management, hands-on AI chatbot experience, and strong analytical skills. Fluency in English and French is required, with a collaborative, autonomous mindset.

Qualifications

• 3 to 5 years of experience in Customer Experience or Knowledge Management, including AI chatbot implementation.
• Hands-on experience administering or optimizing conversational AI and chatbots.
• Proven ability to analyse user behaviour and translate insights into tangible actions.
• Experience with platforms such as Intercom Fin, Zendesk AI, Ada is a strong plus.
• Familiarity with prompt engineering, AI agents, retrieval-augmented generation (RAG) or no-code/low-code tools is a plus.

Responsibilities

• Own and administer One Help as its functional administrator — configuring the platform, managing AI settings, conversational flows, and user journeys.
• Analyse user conversations, behaviours, and feedback to identify friction points and improve self-service resolution.
• Test and optimise AI-generated answers, prompts, and conversational experiences — experimenting with new AI capabilities.
• Monitor KPIs including answer quality, self-service resolution rates, user satisfaction, and escalation rates.
• Drive One Help adoption across Mirakl, partnering with Support, Product, and Engineering to evolve the platform.

Skills

Customer Experience

Knowledge Management

AI Chatbot

Prompt engineering

Data analysis

Self-service platforms

Cross-functional collaboration

Tools

Intercom Fin

Zendesk AI

Ada

Confluence

Paligo

Heretto

Gitbook

Zendesk Guide

Job description

Founded in 2012, Mirakl has been at the forefront of marketplace innovation, empowering every business to compete in the platform economy. Today, Mirakl’s operating system combines an enterprise marketplace solution (Mirakl Platform) that enables retailers and B2B organizations to launch, scale, and operate marketplaces and dropship, AI-powered multichannel selling (Mirakl Connect), retail media (Mirakl Ads) and an agentic commerce infrastructure (Mirakl Nexus). With dual headquarters in Boston and Paris, Mirakl helps a global ecosystem of 450+ marketplaces (B2C and B2B) and a network of over 100k third-party marketplace sellers. Brands like Macy’s, Decathlon, Carrefour, Asos, and Airbus Helicopters use Mirakl to grow their businesses in new and remarkable ways.

• Founded in 2012 | Member of French Tech Next40
• 750+ employees in 9 offices worldwide: Paris, Barcelona, Bordeaux, Boston, London, Munich, New York, Sydney, Tokyo

Our Values:

Working at Mirakl means accelerating your career alongside ambitious, passionate, and supportive colleagues. We're proud of the diversity of backgrounds, perspectives, and experiences that make our teams unique.

Our 5 values guide how we collaborate:

• Work Hard Together: Teamwork and collaboration are the foundation of our success
• Get Things Done: We prioritize action and efficiency for impactful results
• Go Above & Beyond: We tackle challenges proactively and always aim for excellence
• Succeed Through Expertise: Knowledge sharing and continuous learning are core to our culture
• Satisfy & Empower Clients: We're committed to our clients' success

The Team You'll Join

You'll be part of the Customer Services organization led by Alice, Manager of Digital Support, working at the intersection of Support, Product, Content, and Engineering. Together, you'll be transforming how customers, partners, and employees access support — making it easier for users to find answers, solve problems, and get help independently and efficiently.

At the heart of this transformation is One Help, Mirakl's AI-powered digital support platform, combining conversational AI, product knowledge, and self-service capabilities to deliver a seamless support experience. As the functional owner of One Help, you'll be central to making that vision a reality.

Your Impact

• Own and manage One Help as its functional administrator — configuring the platform, managing AI settings, conversational flows, and user journeys, while coordinating technical improvements with Engineering.
• Analyse user conversations, behaviours, and feedback to identify friction points, unanswered questions, and inaccurate answers that undermine self-service resolution.
• Test and optimise AI-generated answers, prompts, and conversational experiences — experimenting with new AI capabilities to continuously raise the quality of the digital support experience.
• Monitor key performance indicators including answer quality, self-service resolution rates, user satisfaction, and escalation rates — translating data into prioritised, actionable improvements.
• Drive One Help adoption across Mirakl, partnering with Support, Product, and Engineering teams to evolve the platform based on real user needs and emerging AI capabilities.

What You'll Bring to the Role

Experience:

• 3 to 5 years of experience in Customer Experience, Knowledge Management (Dcoumentation, help center, knowledge base) or Customer Education, including hands-on involvement in implementing or deploying an AI chatbot or virtual assistant
• Hands-on experience administering, configuring, or optimising conversational AI, chatbots, virtual assistants, or digital self-service platforms
• Proven ability to analyse user behaviour and performance data to identify improvement opportunities and translate them into tangible actions
• Experience with platforms such as Intercom Fin, Zendesk AI, Ada or similar is a strong plus
• Familiarity with prompt engineering, AI agents, retrieval-augmented generation (RAG), or no-code/low-code automation tools is a plus

Skills:

• User experience mindset: identifying friction points and translating insights into more intuitive, effective experiences
• Analytical thinking: comfortable with performance metrics, conversation data, and user feedback
• Technical curiosity: practical understanding of how AI-powered tools work, including LLMs, prompts, and knowledge retrieval - coding expertise not required
• Cross-functional collaboration: able to work effectively with both technical and business teams
• Strong ownership and autonomy: proactive, resourceful, and comfortable driving a platform's evolution independently

Tools

• AI-powered and automation tools (e.g., Dust, n8n, or similar)
• Knowledge and content management platforms (Confluence, Paligo, Heretto, Gitbook, Zendesk Guide, etc)

Languages

• English: Full professional proficiency (required)
• French: Full professional proficiency (required)

Our Hiring Process

• Screening call with Talent Acquisition
• 1-hour interview with Alice, Hiring Manager, including a live case study
• Values interviews with key stakeholders
• Welcome at Mirakl!

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 global leader powering digital transformation for 450+ of the world’s most innovative retailers and B2B organizations.

As part of our recruitment process, Mirakl processes your personal data to review and manage your application and, where appropriate, to consider your profile for future opportunities. You can exercise your data protection rights at any time, and as further detailed in our policies. For more information about how we process your personal data and your rights, please consult our Recruitment Privacy Notice, here (opens in a new tab) in English and here (opens in a new tab) in French.

We may use Artificial Intelligence (AI) solutions to help streamline our hiring process, including screening applications, analyzing resumes, and assessing responses. While AI helps us work efficiently, all final hiring decisions are made by humans. For more information, visit our AI Guidelines for Candidates and Interviews (opens in a new tab).