A smiling woman with long blonde hair stands indoors holding a closed laptop under her arm and a glass of a light-colored drink, wearing a dark long-sleeve top and a gray apron while looking up and to the side.

Back to jobs

Lead - Customer Service Knowledge Management

Location: Zurich

Three people sit around a green metal outdoor table in front of a brick building, one holding a takeaway cup.

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.

Two women in athletic clothing sit on a bench with takeaway coffee cups, smiling and chatting after a workout.

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.

Two women in activewear run outdoors, smiling, surrounded by greenery and other runners.

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.

Four people work on laptops around a high table in a glass meeting room, while another person walks by outside holding a drink.

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’.

Group of people sit and talk at curved concrete benches on a rooftop garden with a city skyline in the background.

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.