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Lead - Customer Service Knowledge Management

On AG -
Zürich, ZH

Soumettre votre candidature

Détails de l'emploi

Il y a 4 jours

Qualifications

Gestion du personnel
Audit
Service client
Salesforce
Anglais
Technologies de l'information

Description complète du poste

Location: Zurich

Customer Service

In short

As the inaugural Knowledge Manager Lead for Customer Service, you are the architect of On’s global information ecosystem during a period of rapid expansion. This mission-critical role empowers you to build and scale our knowledge strategy for Customer Service from scratch, establishing a canonical source of truth that fuels both human expertise and next-gen AI automation. You will design the workflows that ensure a seamless, premium experience across every market, driving operational excellence and shaping the future of our service organization. We are looking for a tech-savvy builder ready to leverage cutting-edge tools and create a lasting legacy within our world-class supply chain and support network.

Your Mission

Global Strategy & Governance:

Own and structure On’s global Customer Service Knowledge Management architecture, setting standard workflows and review cycles for all markets and contact channels.
Govern the full knowledge lifecycle—from intake and approval to publishing, versioning, and retirement.
Partner with BPO operations to bridge the gap between BPO training and central On knowledge governance.

Content Architecture & Omni channel Alignment:

Create, curate, and maintain concise Standard Operating Procedures (SOPs) and advisor guides.
Apply a one canonical source, multiple controlled renders model across BPOs, markets, channels, and customer touch points.
Ensure all content is relevant, accurate, and optimized for multi-market and multi-channel distribution.

AI & Salesforce Integration:

Structure and maintain content to optimize performance for Salesforce Service Agent and AI assist tools.
Actively use AI capabilities to audit, streamline, and accelerate knowledge creation and updates.

Knowledge Performance & Improvement:

Measure knowledge usage, search success, content health, and knowledge-related service failures.
Use QA, CSAT, repeat contacts, escalations, and AI performance signals to prioritize improvements.
Track the impact of knowledge changes on resolution quality, efficiency, and channel consistency.

Your story

Customer Service Background: Solid operational background in Customer Service environments.
AI Tooling Experience: Habitual and proficient user of AI as a daily productivity assistant.
Knowledge Management & Structure Expertise: Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
Omni channel Knowledge Enablement: Proven experience structuring and governing knowledge base to support advisors, chatbots, self-service, and advisor-assist tools across markets and channels.
Governance & Lifecycle Management: Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.
Stakeholder & BPO Management: Strong collaborative skills to work across internal functions and external BPO partners globally.
Language skills: Proficiency in English. Other languages are a plus.

About the Team

At On, delivering happiness is not just a word, but it’s a mission. And that’s also why we call our customer service team Happiness Delivery. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work. You will work closely with our Teams in Berlin, Zurich and Portland, and our external partners across the globe.

Zürich

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail.

Förrlibuckstrasse 190,
8005
Switzerland

Location

Rikiya

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

Build the better you

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

Step One

It starts with you...

You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

Step Two

Interview with a recruiter

What ignites your spirit? This is where we’ll start getting to know all about you and what makes you tick – and it’s your first chance to get a feel for our culture. Chatting with a member of our talent team, you’ll learn more about On and how we work. We’ll learn about what motivates you and what you could bring to the team.

Step Three

Interview with a hiring manager

Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you’ll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.

Step Four

The Case Study

What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you’ve got. So express yourself. Be you.

Step Five

The Experience Day

Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.

Step Six

The Result

Are we a good fit? We’ll get together internally to share our feedback and decide if we’re a match. We know that job searching is a big time investment, so it’s not a decision we take lightly. It’s also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we’ll give you meaningful feedback.

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Customer Service

In short

Your Mission

Your story

About the Team

Zürich

Rikiya

What we offer

What to expect

Step One

It starts with you...

Step Two

Interview with a recruiter

Step Three

Interview with a hiring manager

Step Four

The Case Study

Step Five

The Experience Day

Step Six

The Result