Product Communication Strategist (Contract)

Key Responsibilities 1. Product Communication & Knowledge Base Project Management • Lead and manage large-scale Help Centre and knowledge management initiatives across multiple languages and regions. • Oversee updates, maintenance, and optimization of more than 600+ customer-facing knowledge articles available in 10+ languages. • Develop and execute content governance processes to ensure information accuracy, consistency, localization quality, and regulatory compliance. • Drive cross-functional projects involving Product, Customer Service, Operations, Compliance, Marketing, and Engineering teams. • Identify opportunities to improve Help Center architecture, navigation, searchability, and overall customer experience. • Propose and implement customer-centric enhancements that improve self-service adoption and reduce support volume. • Track project milestones, coordinate stakeholders, and ensure timely delivery of communication initiatives. 2. Content Strategy, Creation & Localization • Draft, edit, review, and proofread customer-facing product documentation, FAQs, announcements, guides, and Help Center content. • Create clear and engaging educational content for global audiences. • Provide high-quality French translations and localization of English product content while preserving tone, context, and market relevance. • Manage and maintain customer-facing content within Salesforce and other customer engagement platforms. • Ensure consistent brand voice, style, messaging, and terminology across all communication channels. • Collaborate with product and technical teams to transform complex concepts into customer-friendly communications. • Develop communication frameworks that support product launches, feature enhancements, and customer education programs. 3. Cross-Functional Collaboration & StakeholderManagement • Partner closely with internal stakeholders across Product, Marketing, Customer Experience, Compliance, Legal, Operations, and Technology teams. • Coordinate and manage relationships with external translation agencies and localization vendors. • Review translation quality and ensure linguistic accuracy across all supported languages. • Facilitate communication between global teams to ensure alignment on content strategy and customer messaging. • Gather stakeholder feedback and translate business requirements into scalable content solutions. • Influence communication standards and best practices across the organization. 4. Customer Experience & Service Advocacy • Act as a strong advocate for customers by identifying communication gaps and opportunities to improve customer journeys. • Analyze customer inquiries and feedback to proactively improve Help Center content and support resources. • Handle complex customer interactions through live chat and digital support channels in both French and English. • Respond professionally to customers from diverse cultural and geographic backgrounds. • Manage multiple customer conversations simultaneously while maintaining exceptional service standards. • Escalate recurring customer issues and collaborate with relevant teams to implement long-term solutions. • Drive initiatives that enhance overall customer satisfaction, support efficiency, and service effectiveness. 5. Coaching, Mentoring & Process Improvement • Mentor and train customer service agents and new team members taking over key communication responsibilities. • Establish documentation standards, content review processes, and localization best practices. • Develop knowledge-sharing frameworks and training materials for internal stakeholders. • Continuously identify opportunities to improve customer communication workflows, agent productivity, and operational efficiency. • Monitor content performance metrics and recommend data-driven improvements. Requirements • Bachelor's Degree in: Marketing & Communications, Public Relations, Corporate Communications, Business Communication Or related disciplines • Minimum 6-10 years of professional experience in Product Communications, Customer Experience, Content Strategy, Communications, Localization, Customer Success, Marketing Communications, or related fields. • Proven experience managing large-scale multilingual content projects. • Demonstrated experience overseeing Help Centres, Knowledge Bases, customer documentation, or self-service platforms. • Experience working in technology, fintech, digital platforms, SaaS, e-commerce, Web3, or fast-growing international organizations is advantageous. • Prior exposure to sales, account management, partnership development, or business development functions is strongly preferred. • Experience working with cross-border teams. Language Requirements • High professional proficiency in English and French (written and spoken) is required, as the role involves regular business communication with colleagues and clients who predominantly communicate in French. • Ability to perform professional translation, localization, editing, and proofreading between English and French. Preferred Competencies Communication Excellence • Exceptional business writing and editing skills. • Strong storytelling and customer communication capabilities. • Ability to simplify complex products into clear customer-friendly language. Project Management • Experience leading cross-functional projects involving multiple stakeholders. • Strong organizational skills with the ability to manage multiple priorities simultaneously. • Excellent attention to detail and execution discipline. Customer-Centric Mindset • Passionate about customer experience and customer advocacy. • Ability to identify customer pain points and implement scalable improvements. • Strong analytical and problem-solving abilities. Commercial Acumen • Understanding of customer acquisition, retention, user engagement, and commercial objectives. • Ability to balance business goals with customer needs. • Experience coll…