On - Customer Service Coaching Specialist - Berlin

Team for Career Site

Customer Service

In short

Our EMEA Coaching Team (Knowledge Management and Training) is growing, just like On, and with this comes the exciting opportunity to become a Coaching Specialist for our Customer Service Team (we call it Happiness Delivery).

Your mission will be to provide an exceptional experience to our Happiness Deliverers. You will WOW our Direct-to-Consumer (DTC) teams and provide the resources they need to be successful. From creating, managing, and maintaining engaging content across several platforms to building, transfering and developing excellent knowledge and training standards for our in-house and outsourced partners in Customer Service. You will drive improvements of our knowledge assets and contribute to our hybrid learning strategy by implementing creative solutions and different learning tools for a smooth and effective experience.

Your organizational skills and meticulous attention to detail make you an invaluable asset to your team and stakeholders. Keeping the big picture in mind is easy for you, just like collaborating cross-functionally.

Your mission

– You are responsible for knowledge-related activities, including knowledge capture, maintenance, delivery and adoption.
– You drive and implement a solid framework that inspire easy Knowledge Management workflows, creating an environment where stakeholders and users can navigate knowledge resources effortlessly.
– You design and deliver innovative training content, leveraging blended learning approaches, including multimedia and AI-driven tools, to onboard and upskill our Customer Service Team in EMEA.
– You develop assessment tools to evaluate the effectiveness of knowledge and training activities, analyzing performance metrics and feedback to continuously refine content and methods in cooperation with leads and peers.
– You maintain accurate records of knowledge and training activities, progress, and outcomes.
– You build strong relationships cross-functionally to stay updated on company developments and ensure our content remains locally relevant and globally aligned.
– You stay updated on industry trends, emerging technologies and best practices in Knowledge Management and Training, continuously enhancing our approach to evolving business needs.

Your story

– You have relevant experience in the areas of knowledge management and customer service training with focus on onboarding and upskilling. (Preferred Min. 2 years experience).
– You have experience working with outsourced teams, preferably with multiple partners.
– You have a clear understanding of customer service principles.
– You have exceptional written and verbal communication skills and a meticulous attention to detail.
– You are empathetic and able to successfully collaborate with multi-functional and multi-cultural teams, including senior stakeholders.
– You have great presentation skills with the ability to engage and motivate learners.
– Your strong self-organization and project management skills enable you to prioritize and deliver multiple tasks and projects simultaneously.
– You have a data-driven mindset and approach to assess intervention effectiveness and make informed decisions.
– You have experience with Learning Management Systems and Knowledge Management tools.
– You have business fluency in English (Preferred English native speaker). Any other European languages is a big plus.

Meet the team

We offer a dynamic, challenging, and friendly environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team that is hungry to innovate and build something incredible. We foster an active environment where each individual strives for excellence and can achieve their full potential. This is where your work matters; you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the Oniverse!