Customer Ops Enablement Lead - 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 not looking for a writer, but for a system builder. You will architect the "intellectual backbone" of Electra's Customer Care. Your goal is to transform scattered information into a structured, scalable engine that powers both our human agents (internal & BPO) and our AI models.

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. Architect the Knowledge Ecosystem (System & Strategy)

- Shift from "writing" to "structuring":Design a scalable information architecture (taxonomy, tagging, metadata) that allows instant retrieval of information by humans and machines.
- Build the Single Source of Truth:Audit and restructure our current tools (Notion, Intercom, Slack) into a cohesive ecosystem. Ensure data flows efficiently from Product/Tech to Customer Ops without bottlenecks.
- Implement quality indicators and governance standards for accuracy, freshness, and findability, to identify knowledge gaps and address them.
- Define the governance: Who updates what, when, and how? You set the rules to keep the knowledge base alive and accurate.

2. Drive AI Performance & 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 to identify gaps 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

- Create "Playbooks" rather than just prose: Build logical guides and troubleshooting trees that allow BPO partners and any new customer care resource to solve complex issues autonomously.
- 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).

Your Profile

You have an Ops mindset: you hate repetitive tasks and look for ways to automate them. You understand that Knowledge is a product that needs to be managed, not just written.

Experience & Background

- 2-4 yearsin Operations, Product Operations, or a Knowledge Management role in a tech environment.
- Experience structuring a Help Center or Internal Knowledge Base (Intercom, Zendesk, Notion, etc.).
- Comfortable with technical topics (you don't need to be an engineer, but you aren't afraid of technical specs).

Hard Skills

- System thinking: Ability to break down complex chaos into structured processes.
- Data-driven: confident with analytics tools (Intercom, BI dashboards like Omni) to measure impact.
- AI Literacy:Curious about how GenAI works and how to feed it properly.
- Communication: Excellent written communication inEnglish and French, Ability to transform technical input into clear, action-oriented content.

Soft Skills

- Builder & Analytical thinking:Systematic vision, strong prioritization and organizational skills.
- Curiosity & adaptability:Excited by new technologies, comfortable with change and fast-paced growth.
- Customer-first mindset:Empathy, kindness, genuine interest in improving customer experience.
- Collaboration & ownership:Team-oriented, autonomous, proactive, bias to action.

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 not looking for a writer, but for a system builder. You will architect the "intellectual backbone" of Electra's Customer Care. Your goal is to transform scattered information into a structured, scalable engine that powers both our human agents (internal & BPO) and our AI models.

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

- Shift from "writing" to "structuring":Design a scalable information architecture (taxonomy, tagging, metadata) that allows instant retrieval of information by humans and machines.
- Build the Single Source of Truth:Audit and restructure our current tools (Notion, Intercom, Slack) into a cohesive ecosystem. Ensure data flows efficiently from Product/Tech to Customer Ops without bottlenecks.
- Implement quality indicators and governance standards for accuracy, freshness, and findability, to identify knowledge gaps and address them.
- Define the governance: Who updates what, when, and how? You set the rules to keep the knowledge base alive and accurate.

Shift from "writing" to "structuring":Design a scalable information architecture (taxonomy, tagging, metadata) that allows instant retrieval of information by humans and machines.

Build the Single Source of Truth:Audit and restructure our current tools (Notion, Intercom, Slack) into a cohesive ecosystem. Ensure data flows efficiently from Product/Tech to Customer Ops without bottlenecks.

Implement quality indicators and governance standards for accuracy, freshness, and findability, to identify knowledge gaps and address them.

Define the governance: Who updates what, when, and how? You set the rules to keep the knowledge base alive and accurate.

- 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 to identify gaps 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 to identify gaps 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).

- Create "Playbooks" rather than just prose: Build logical guides and troubleshooting trees that allow BPO partners and any new customer care resource to solve complex issues autonomously.
- 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.

Create "Playbooks" rather than just prose: Build logical guides and troubleshooting trees that allow BPO partners and any new customer care resource to solve complex issues autonomously.

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).

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).

You have an Ops mindset: you hate repetitive tasks and look for ways to automate them. You understand that Knowledge is a product that needs to be managed, not just written.

- 2-4 yearsin Operations, Product Operations, or a Knowledge Management role in a tech environment.
- Experience structuring a Help Center or Internal Knowledge Base (Intercom, Zendesk, Notion, etc.).
- Comfortable with technical topics (you don't need to be an engineer, but you aren't afraid of technical specs).

2-4 yearsin Operations, Product Operations, or a Knowledge Management role in a tech environment.

Experience structuring a Help Center or Internal Knowledge Base (Intercom, Zendesk, Notion, etc.).

Comfortable with technical topics (you don't need to be an engineer, but you aren't afraid of technical specs).

- System thinking: Ability to break down complex chaos into structured processes.
- Data-driven: confident with analytics tools (Intercom, BI dashboards like Omni) to measure impact.
- AI Literacy:Curious about how GenAI works and how to feed it properly.
- Communication: Excellent written communication inEnglish and French, Ability to transform technical input into clear, action-oriented content.

System thinking: Ability to break down complex chaos into structured processes.

Data-driven: confident with analytics tools (Intercom, BI dashboards like Omni) to measure impact.

AI Literacy:Curious about how GenAI works and how to feed it properly.

Communication: Excellent written communication inEnglish and French, Ability to transform technical input into clear, action-oriented content.

- Builder & Analytical thinking:Systematic vision, strong prioritization and organizational skills.
- Curiosity & adaptability:Excited by new technologies, comfortable with change and fast-paced growth.
- Customer-first mindset:Empathy, kindness, genuine interest in improving customer experience.
- Collaboration & ownership:Team-oriented, autonomous, proactive, bias to action.

Builder & Analytical thinking:Systematic vision, strong prioritization and organizational skills.

Curiosity & adaptability:Excited by new technologies, comfortable with change and fast-paced growth.

Customer-first mindset:Empathy, kindness, genuine interest in improving customer experience.

Collaboration & ownership:Team-oriented, autonomous, proactive, bias to action.

- 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.