Lead - Customer Service Knowledge Management

On Holding
Zurich, Berlin
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Stakeholder management","Cross-functional collaboration","Governance","Process improvement","Knowledge enablement"]

Own and structure On’s global Customer Service Knowledge Management architecture, establishing workflows and governance for intake, approval, publishing, versioning, and retirement across markets and channels. Create and maintain SOPs and advisor guides using a canonical-source approach. Optimize knowledge for Salesforce Service Agent and AI assist tools, measure knowledge performance, and partner with global BPO teams to bridge training and centralized knowledge governance.

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FursaFursa
On Holding
On Holding
2 days ago

Lead - Customer Service Knowledge Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own and structure On’s global Customer Service Knowledge Management architecture, establishing workflows and governance for intake, approval, publishing, versioning, and retirement across markets and channels. Create and maintain SOPs and advisor guides using a canonical-source approach. Optimize knowledge for Salesforce Service Agent and AI assist tools, measure knowledge performance, and partner with global BPO teams to bridge training and centralized knowledge governance.
Location: Zurich, Berlin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and structure On’s global Customer Service Knowledge Management architecture, including standard workflows and review cycles for all markets and contact channels.
  • •Govern the full knowledge lifecycle from intake and approval through publishing, versioning, and retirement.
  • •Create, curate, and maintain SOPs and advisor guides using a canonical source with controlled renders across BPOs, markets, and channels.
  • •Optimize knowledge content for Salesforce Service Agent and AI assist tools, using AI to audit, streamline, and accelerate updates.
  • •Measure knowledge usage and performance (search success, content health, failures) and prioritize improvements using QA/CSAT and AI performance signals.

Key Requirements

  • •Solid operational background in Customer Service environments.
  • •Proven ability to build and structure knowledge bases (e.g., Salesforce Knowledge) across channels and countries.
  • •Proven experience structuring and governing knowledge bases to enable advisors, chatbots, self-service, and advisor-assist tools across markets and channels.
  • •Ability to establish ownership models, content standards, approval workflows, review cycles, version control, and retirement processes.
  • •Proficiency in English; other languages are a plus, and habitual/proficient AI tool usage is required.
Experience:Customer serviceAI toolsKnowledge managementSalesforce
Skills:Stakeholder managementCross-functional collaborationGovernanceProcess improvementKnowledge enablement
Languages:English
Tech Stack:SalesforceSalesforce Service AgentSalesforce KnowledgeAI

Company Brief

On Holding
Designs, manufactures, and sells performance running shoes, apparel, and accessories under the On brand. Combines Swiss engineering and innovation with lifestyle design to serve runners and athletes globally through retail and direct-to-consumer channels.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 2010
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn