Knowledge Specialist - France - Electra H/F Electra

What Do We Do?

Born in 2021 from the desire to make cities less polluted and quieter, Electra is helping to shift usage towards electric mobility by tackling the main barrier: charging.

Electra is constantly innovating to make electric vehicle charging easier, with a network of fast charging stations (20 minutes on average) and a maximally simplified user experience.

Based in Paris, Lyon, Bordeau, Nantes, Brussels, Madrid, Zurich, Vienna, Munich, Milan and Amsterdam, Electra's teams aim to deploy a network of 15,000 fast charging points by 2030, proud to contribute to the energy transition in Europe.

In 4 years, we have:

- Deployed +500 stations and over 2000 fast-charging points
- Secured thousands of stations to establish Electra as a leader in the European market
- Opened several offices in France and Europe
- Raised over €1 billion in equity and debt financing from renowned investors and institutions
- Joined the French Tech Next 40 and won the European Scale-up of the Year 2024 award
- Assembled a team of over 240 talents... and this is just the beginning!

Your Mission

We are looking for a Knowledge Specialist to own and evolve Electra's knowledge strategy, from building solid foundations to curating high-impact content that enables AI-powered, self-serve support for our customers and our Customer Care team across Europe. You will make knowledge easy to find and to use for every agent (internal customer care and external call center partners) and keep our Help Center and internal knowledge base constantly up to date.

Your Key responsibilities

You'll combine content excellence, enablement, and data-driven iteration to scale self-serve and agent productivity across our fast-growing European network.

1. Build and Maintain our Knowledge Base

- Own the customer-facing Help Center (web + in-app) and internal knowledge base: article creation, review, publishing, retirement-covering account setup, charging sessions, payment, troubleshooting, subscriptions, and multi-country specifics.
- Define and maintain information architecture, taxonomy, templates, and style guides; ensure accessibility and localization readiness.
- Implement quality indicators and governance standards for accuracy, freshness, and findability.
- Monitor product developments, release calendars, and internal communications to identify knowledge gaps proactively.

2. Shape AI-powered Self-serve and Automation

- Partner with AI tech teams and Customer Ops to improve AI CSAT, containment/deflection, and adoption of internal tools (e.g., AI Co-Pilot for agents).
- Structure content and metadata to optimize AI-powered responses; evaluate answer quality and adapt knowledge base accordingly.
- Analyze user-AI interactions (search patterns, handoff triggers, failed queries) to identify content improvements and automation opportunities.
- Leverage AI tools to streamline knowledge creation workflows (e.g., drafting, translation, summarization).

3. Enable and Train Customer Care Teams

- Curate and organize knowledge resources specifically for internal agents and our external BPO partner-ensuring fast access, consistent messaging, and version control across teams.
- Create and maintain onboarding modules, quick reference guides, and troubleshooting playbooks for new customer care employees (internal and BPO).
- Actively promote knowledge resources and best practices; run training sessions and knowledge-sharing workshops.
- Update training materials in lockstep with product releases, process changes, and new feature rollouts.

4. Partner Cross-functionally to Stay Ahead of Change

- Work closely with Product, Engineering, and Marketing to translate technical updates (charging protocols, app releases, station hardware, tariff changes, campaigns) into clear, timely customer and agent-facing content.
- Coordinate with Operations on urgent/incident communications (station outages, grid issues, maintenance windows).
- Manage change/release calendars and communicate proactively to all customer-facing teams and BPO partners across geographies.

Your Profile

You're a strong writer, an operator, and a collaborator who turns knowledge into measurable impact in a fast-paced, growth environment.

Experience & Background

- 1-3 yearsin Knowledge Management, Technical Writing, or Support Operations (ideally tech, mobility, or multi-country B2C).
- Hands-on ownership of a Help Center and/or internal knowledge base.
- Experience with KCS practices and working with internal + external BPO teams across languages and time zones.

What Electra Offers You

- Attractive salary package: fixed + variable (reviewed and paid quarterly)
- Modern offices in the city center of Lyon
- 2 days remote work per week
- Alan health insurance, 50% covered by Electra
- Meal vouchers (Swile card: €10/day, 50% covered)
- 25 days paid leave + 12 RTT days
- SYNTEC collective agreement: vacation bonuses and extra paid leave
- Quarterly team events with all of Electra
- Access to employee perks platform (CSE) for discounts in culture, sports, and more

At Electra, we strive to create an environment where everyone feels comfortable, safe, and free to be themselves, fully expressing their potential. We are committed to equal opportunities and do not tolerate discrimination based on religion, cultural background, nationality, gender, sexual orientation, age, or disability.

Even if you don't tick all the boxes, we encourage you to apply! We value potential, motivation, and a growth mindset just as much as experience.

Born in 2021 from the desire to make cities less polluted and quieter, Electra is helping to shift usage towards electric mobility by tackling the main barrier: charging.

Electra is constantly innovating to make electric vehicle charging easier, with a network of fast charging stations (20 minutes on average) and a maximally simplified user experience.

Based in Paris, Lyon, Bordeau, Nantes, Brussels, Madrid, Zurich, Vienna, Munich, Milan and Amsterdam, Electra's teams aim to deploy a network of 15,000 fast charging points by 2030, proud to contribute to the energy transition in Europe.

In 4 years, we have:

- Deployed +500 stations and over 2000 fast-charging points
- Secured thousands of stations to establish Electra as a leader in the European market
- Opened several offices in France and Europe
- Raised over €1 billion in equity and debt financing from renowned investors and institutions
- Joined the French Tech Next 40 and won the European Scale-up of the Year 2024 award
- Assembled a team of over 240 talents... and this is just the beginning!

Deployed +500 stations and over 2000 fast-charging points

Secured thousands of stations to establish Electra as a leader in the European market

Opened several offices in France and Europe

Raised over €1 billion in equity and debt financing from renowned investors and institutions

Joined the French Tech Next 40 and won the European Scale-up of the Year 2024 award

Assembled a team of over 240 talents... and this is just the beginning!

We are looking for a Knowledge Specialist to own and evolve Electra's knowledge strategy, from building solid foundations to curating high-impact content that enables AI-powered, self-serve support for our customers and our Customer Care team across Europe. You will make knowledge easy to find and to use for every agent (internal customer care and external call center partners) and keep our Help Center and internal knowledge base constantly up to date.

You'll combine content excellence, enablement, and data-driven iteration to scale self-serve and agent productivity across our fast-growing European network.

- Own the customer-facing Help Center (web + in-app) and internal knowledge base: article creation, review, publishing, retirement-covering account setup, charging sessions, payment, troubleshooting, subscriptions, and multi-country specifics.
- Define and maintain information architecture, taxonomy, templates, and style guides; ensure accessibility and localization readiness.
- Implement quality indicators and governance standards for accuracy, freshness, and findability.
- Monitor product developments, release calendars, and internal communications to identify knowledge gaps proactively.

Own the customer-facing Help Center (web + in-app) and internal knowledge base: article creation, review, publishing, retirement-covering account setup, charging sessions, payment, troubleshooting, subscriptions, and multi-country specifics.

Define and maintain information architecture, taxonomy, templates, and style guides; ensure accessibility and localization readiness.

Implement quality indicators and governance standards for accuracy, freshness, and findability.

Monitor product developments, release calendars, and internal communications to identify knowledge gaps proactively.

- Partner with AI tech teams and Customer Ops to improve AI CSAT, containment/deflection, and adoption of internal tools (e.g., AI Co-Pilot for agents).
- Structure content and metadata to optimize AI-powered responses; evaluate answer quality and adapt knowledge base accordingly.
- Analyze user-AI interactions (search patterns, handoff triggers, failed queries) to identify content improvements and automation opportunities.
- Leverage AI tools to streamline knowledge creation workflows (e.g., drafting, translation, summarization).

Partner with AI tech teams and Customer Ops to improve AI CSAT, containment/deflection, and adoption of internal tools (e.g., AI Co-Pilot for agents).

Structure content and metadata to optimize AI-powered responses; evaluate answer quality and adapt knowledge base accordingly.

Analyze user-AI interactions (search patterns, handoff triggers, failed queries) to identify content improvements and automation opportunities.

Leverage AI tools to streamline knowledge creation workflows (e.g., drafting, translation, summarization).

- Curate and organize knowledge resources specifically for internal agents and our external BPO partner-ensuring fast access, consistent messaging, and version control across teams.
- Create and maintain onboarding modules, quick reference guides, and troubleshooting playbooks for new customer care employees (internal and BPO).
- Actively promote knowledge resources and best practices; run training sessions and knowledge-sharing workshops.
- Update training materials in lockstep with product releases, process changes, and new feature rollouts.

Curate and organize knowledge resources specifically for internal agents and our external BPO partner-ensuring fast access, consistent messaging, and version control across teams.

Create and maintain onboarding modules, quick reference guides, and troubleshooting playbooks for new customer care employees (internal and BPO).

Actively promote knowledge resources and best practices; run training sessions and knowledge-sharing workshops.

Update training materials in lockstep with product releases, process changes, and new feature rollouts.

- Work closely with Product, Engineering, and Marketing to translate technical updates (charging protocols, app releases, station hardware, tariff changes, campaigns) into clear, timely customer and agent-facing content.
- Coordinate with Operations on urgent/incident communications (station outages, grid issues, maintenance windows).
- Manage change/release calendars and communicate proactively to all customer-facing teams and BPO partners across geographies.

Work closely with Product, Engineering, and Marketing to translate technical updates (charging protocols, app releases, station hardware, tariff changes, campaigns) into clear, timely customer and agent-facing content.

Coordinate with Operations on urgent/incident communications (station outages, grid issues, maintenance windows).

Manage change/release calendars and communicate proactively to all customer-facing teams and BPO partners across geographies.

You're a strong writer, an operator, and a collaborator who turns knowledge into measurable impact in a fast-paced, growth environment.

- 1-3 yearsin Knowledge Management, Technical Writing, or Support Operations (ideally tech, mobility, or multi-country B2C).
- Hands-on ownership of a Help Center and/or internal knowledge base.
- Experience with KCS practices and working with internal + external BPO teams across languages and time zones.

1-3 yearsin Knowledge Management, Technical Writing, or Support Operations (ideally tech, mobility, or multi-country B2C).

Hands-on ownership of a Help Center and/or internal knowledge base.

Experience with KCS practices and working with internal + external BPO teams across languages and time zones.

- Attractive salary package: fixed + variable (reviewed and paid quarterly)
- Modern offices in the city center of Lyon
- 2 days remote work per week
- Alan health insurance, 50% covered by Electra
- Meal vouchers (Swile card: €10/day, 50% covered)
- 25 days paid leave + 12 RTT days
- SYNTEC collective agreement: vacation bonuses and extra paid leave
- Quarterly team events with all of Electra
- Access to employee perks platform (CSE) for discounts in culture, sports, and more

Attractive salary package: fixed + variable (reviewed and paid quarterly)

Modern offices in the city center of Lyon

2 days remote work per week

Alan health insurance, 50% covered by Electra

Meal vouchers (Swile card: €10/day, 50% covered)

25 days paid leave + 12 RTT days

SYNTEC collective agreement: vacation bonuses and extra paid leave

Quarterly team events with all of Electra

Access to employee perks platform (CSE) for discounts in culture, sports, and more

At Electra, we strive to create an environment where everyone feels comfortable, safe, and free to be themselves, fully expressing their potential. We are committed to equal opportunities and do not tolerate discrimination based on religion, cultural background, nationality, gender, sexual orientation, age, or disability.

Even if you don't tick all the boxes, we encourage you to apply! We value potential, motivation, and a growth mindset just as much as experience.