About Shine

Shine exists to help freelancers and small business owners reclaim the joy of working for themselves.

Running a business shouldn't mean drowning in financial admin - it should be inspiring and rewarding. Our app brings banking, invoicing, accounting and admin together in one place, so entrepreneurs can focus on what matters most: growing their business and enjoying the freedom of working for themselves.

We're a multicultural team of over 400 people across France, Germany, Denmark and the Netherlands. By bringing together leading European fintechs like Shine, Kontist and Tellow, we've built a single, intuitive platform designed for simplicity, speed and accuracy - backed by local, award-winning support.

Your hiring experience matters

Just as we respect our customers' time, we respect yours. Your experience with Shine should feel simple, transparent and genuinely supportive.

If this sounds like somewhere you want to grow, we'd love to hear from you.

The Global Service Operations team at Shine

The Operations team builds the backbone of our global Support organization. We design and optimize processes, tools, and automations that make customer service scalable, efficient, and data‑driven. Our work connects people, systems, and insights enabling smooth experiences for customers and seamless workflows for teams. By combining analytics, process design, and innovation, we turn operational complexity into clarity and measurable impact.

Your role as a Customer Education & Knowledge Manager

As a Customer Education & Knowledge Manager you empower the organization through program leadership owning a strategic domain end-to-end, driving cross-functional alignment, and translating insights or education into measurable customer and business outcomes.

The program owns the customer service-learning experience designing, delivering, and scaling education that help customers and partners as well as our agents succeed with our products. Connects product knowledge, learning design, and customer support management to ensure every user achieves value quickly and confidently. Acts as a bridge between Product, Revenue, and CS to develop learning paths and self‑service materials that increase adoption, reduce support demand, and ensure consistency across markets.

Mission:

Deliver globally consistent, data‑driven learning and enablement experience by aligning product expertise, scalable content strategies, and data‑driven education programs accelerating adoption, reducing friction, and scaling confidence across all markets.

📍 Job located in Paris, with possibility of two remote working days per week.

What You'll Be Doing:

• Define and own the global customer education and enablement strategy.

• Design scalable learning journeys that combine human expertise with intelligent content delivery.

• Manage global education platforms — including help centers, LMS, and in app guidance solutions.

• Align with Product, Marketing, and Support to ensure education reflects current product reality and customer needs.

• Serve as bridge between Product & Product Marketing to CS teams for updates and releases

• Maintain and evolve the global knowledge to support both customer learning and AI assistant usage.

• Use data and automation to personalize learning paths and measure education effectiveness.

• Continuously optimize content quality, structure, and accessibility across all languages and markets.

• Report the impact of education programs on adoption, satisfaction, and retention KPIs.

What You Bring

Expertise

• Min 5+ years of experience in customer education, enablement, lifecycle management or product learning functions, ideally within SaaS, fintech, or B2B software organizations.

• Proven track record of building and scaling global education programs that measurably improve activation, adoption, and retention.

• Experience in establishing learning frameworks and knowledge infrastructures (Help Centers, Academies, LMS, or in‑app guidance systems).

• Demonstrated ability to implement structured knowledge management practices — creating consistency, localization processes, and accessibility across markets and teams.

• Exposure to AI‑supported learning and knowledge platforms; able to design education ecosystems that are accessible for both people and AI systems.

• Skilled at driving cross‑functional collaboration with Product, Marketing, and Customer Success to transform complex topics into clear, engaging learning journeys.

• Confident in strategic planning while remaining hands‑on with content design, measurement, and iteration.

Skills

• Deep understanding of customer lifecycle education, onboarding processes, and adoption drivers.

• Strong background in content strategy, instructional design, and knowledge architecture supporting both customer education and internal enablement.

• Data‑driven mindset connects learning engagement and performance metrics to customer outcomes.

• Experience with AI‑assisted content management and foundational understanding of how structured knowledge supports AI search and assistant technology.

• Excellent storytelling and content design skills able to make complex products simple to learn.

• Expert in managing learning tools, LMS platforms, knowledge bases, and automation workflows.

• Strong cross‑functional leadership, stakeholder management, and program delivery capability.

• Fluent in English; French is a strong advantage, and additional European languages are a plus.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, colour, racial or ethnic origin, religion, disability, etc. as per applicable law.

Our recruitment process

1️⃣ Initial call (30 min) with a Recruiting Partner

2️⃣ Interview with hiring manager (45-60 min)

3️⃣ Case study interview + personality and logic assessment feedback