Knowledge Base Management Intern - 6 months

BlaBlaCar; Paris; Hybride; EUR 20 000 - 40 000; Plein temps

Résumé du poste

A leading carpooling and travel platform in Paris is seeking a Knowledge Base management intern for the Customer Support department. You will help strategize, structure, and optimize the Knowledge Base, ensuring Customer Support agents have access to accurate information. The ideal candidate has a familiarity with knowledge management systems, strong analytical skills, and excellent communication abilities in English. The role offers a salary between 1,000 and 1,200 euros gross per month and a hybrid working mode.

Prestations

Salary range: 1,000-1,200 euros gross / month

Hybrid working mode

One holiday day accrued per month

Local meal plan policy (Swile card)

50% transportation paid (Forfait Mobilité Durable)

Free unlimited carpooling & bus rides

Personal growth via trainings and mentorship

Regular team building events

1 day off per year to test product

Qualifications

• Familiar with knowledge management systems.
• Experience in creating training resources.
• Strong analytical and organizational skills.
• Excellent written and spoken English skills.
• Ability to adapt in a fast-paced environment.
• Works independently and as part of a team.
• Preferable experience as a driver or passenger.

Responsabilités

• Contribute to Knowledge Base migration and optimization.
• Design and implement content strategy across products.
• Transform training materials into actionable formats.
• Review and enhance documentation quality and consistency.
• Assist in AI agent creation and testing within the tool.

Connaissances

Knowledge management systems

Creativity and innovation

Analytical skills

Organizational ability

Communication skills in English

Adaptability

Teamwork

Description du poste

About BlaBlaCar

BlaBlaCar is the world’s leading community-based travel app enabling 27 million members a year to carpool or travel by bus in 21 countries. Our team of 800 employees counts over 50 nationalities and is spread across our 5 global offices, 30% working fully remotely.

Your Mission

We are looking for a Knowledge Base management intern to join our Knowledge Team in the Customer Support department. The Knowledge team takes care of training our in-house and outsourcing Customer Support Teams aiming to provide assistance to our community and contributes to the great experience of our users in 21 countries traveling by Carpooling, Bus and Train. Our team is also responsible for our central Knowledge Base and builds the bridge between the Customer Support team and other teams of the company.

You will be reporting to Elisa Raiolo, our Senior Training & Knowledge Manager. You will play a pivotal role in the launch of our new, AI-powered Knowledge Base tool. Your mission will be to strategize, structure, and optimize our entire content library to ensure our Customer Support agents have immediate access to accurate, consistent, and actionable information, contributing to the great experience of our users.

Your responsibilities

• Knowledge Base Migration and Optimization. Contribute to the structuring, migration, and maintenance of all existing and new content within our new AI-powered Knowledge Base tool, Mayday
• Content Strategy & Architecture. Design and implement a unified content strategy across our five different products, ensuring content is logically organized and easily discoverable
• Knowledge Creation and Transformation. Transform existing training materials and long articles into actionable formats, such as new documentation and structured decision trees
• Quality & Consistency Management. Review and enhance the overall quality and consistency of the documentation, ensuring a unified tone and clear voice across all content
• AI Integration and Curation. Assist in the creation and testing of AI agents within the new tool to maximize its advanced search and support capabilities for Customer Support agents as well as the Knowledge team

Your qualifications

• You are familiar with knowledge management systems and have experience in creating training resources and materials
• You are able to bring creativity and innovation to knowledge management resources
• You possess a strong analytical and organizational ability to structure and categorize large volumes of content
• You have excellent communication skills in English written & spoken
• You are a quick-learner and adapt well in a fast-paced environment
• You are able to work independently and function as part of an international team
• Nice to have - A prior experience using the service as a driver and/or a passenger

Having an internship agreement from your school or university is mandatory. We won’t be able to proceed with your application otherwise.

What we have to offer

• Salary range: 1,000-1,200 euros gross / month
• Hybrid working mode
• One holiday day accrued per month
• Local meal plan policy (Swile card)
• 50% transportation paid (Forfait Mobilité Durable)
• Free unlimited carpooling & bus rides
• Personal growth via trainings, mentorship, and internal mobility programs
• Regular team building events
• 1 day off per year to test our product

Interested in joining the ride?

• a 45-min video-call with Chloe Friess, Talent Acquisition Manager, to get to know you, clarify your career expectations and answer your questions
• a home assignment to evaluate your technical and communication skills, followed by a 45-min video-call with Laura Gard & Chloé Blondin to discuss your case exercise

BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.