Content Manager

**About BlaBlaCar**
- BlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year)
- We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.

**Your Mission**:
BlaBlaCar’s key strategic goal is to foster our highly engaged community of users. The Customer Support team at BlaBlaCar is an international, multiple award-winning team that aims to provide the best in class service to our community of travelers.

As a Content Manager in customer support, you'll define and execute a content strategy to enhance our member experience across 15 markets by creating and managing support content. You will work within our Ops Excellence Team and directly report to our Head of Ops Excellence - Customer Support

**Your Responsibilities**:

- Plan/Prioritize: Define the roadmap, coordinate with the stakeholders the priorities of the various content requests and projects
- Create: Research, plan and produce central content for a range of support channels (Help Centre, Agent templates, Chatbot), and write and edit text in **English**:

- Coordinate localisations: Coach a team of local Content Specialists responsible for translating and managing high-quality support content in their language
- Measure the impact: Use data and research to evaluate the impact of content and push for continuous improvement and increase their satisfaction with our support
- Lead improvement projects: Through the implementation of new tools, processes and analytics, you will continuously aim at improving the Self-service rate on our Help-Centre and Chatbot to minimize the number of incoming customer requests

**Qualifications**:

- 4-5 years of professional experience working with content in a corporate environment
- Excellent skills in **English **(written and verbal)
- Experience in copywriting. Previous writing samples are a plus
- A strong ability to turn complex ideas into simple easy to understand guidelines
- Be humble, structured, organized, motivated by innovation and creativity
- Enjoy working as a team player and learning from others
- Advanced computer skills**What we have to offer**:

- An international environment with over 45+ nationalities
- ️ A hybrid, flexible workplace with family-friendly policies
- Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
- Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
- A product and a workplace with a strong commitment to sustainability
- Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions

To know more, check out our 100 reasons to join BlaBlaCar**We are dedicated to What we offer to guarantee flexibility, growth and well-being at work**:

- Full remote possible in the country of the role
- 1 additional month parental leave 100% paid
- Financial support for home office equipment
- Relocation package and visa support
- Free unlimited carpooling & bus rides
- Employee Stock Ownership plan
- Minimum 25 days holiday per year
- Meal plan policies (Swile card)
- 50% transportation paid in France (Forfait Mobilité Durable)
- Mental health support through Moka.care

**Interested in joining the ride? Here’s what your hiring journey will look like**:

- a 45-min video-call with our Talent Acquisition Manager, Rupal Bhardwaj to understand your motivation, career expectations and answer your questions
- a fully remote exercise to evaluate your hard skills
- a 60-min video call (case study presentation + discussion) with Chantal Bonner Zerbib and Laura Garde, Head of Ops Excellence
- Customer Support
- a final 30-min video call with Laura Garde, Head of Ops Excellence
- Customer Support
- Usually, our hiring process lasts on average 30-35 days, and offers usually come within 48 hours._
- BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._