Content Experience Specialist

About Mirakl: 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. For more information, visit www.mirakl.com. Mirakl in Numbers: • 🗓️ 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: • 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 po