Global Knowledge Manager (all genders)

About tonies:

tonies is the globally leading interactive audio platform for children with more than 10 million Tonieboxes and 125 million Tonies sold. The intuitive and award-winning audio system has changed the way young children play and learn independently with its child-safe, wireless, and screen-free approach. Tonieboxes have been activated in over 100 countries, the content portfolio includes around 1,400 Tonies in several languages. Since its inception, tonies has achieved significant milestones, including listing on the Frankfurt Stock Exchange in November 2021 as well as a globally present team of over 550 dedicated professionals operating from various countries.

Joining our tonies team means being part of an inspiring mission to create innovative and meaningful experiences for children around the world. Together, we’re shaping the future of play, learning, and imagination.

Your tasks and responsibilities will include:

Main Tasks:

• Knowledgement Management
  • Own the global Knowledge and Content Customer Happiness strategy
  • Maintain and continuously improve the Customer Happiness knowledge base, including Help Center FAQs, AI Chatbot procedures and use cases, process and training documentation, troubleshooting guides, and Zendesk macros
  • Ensure accuracy and local nuance across all markets
  • Collaborate with customer service representatives, subject matter experts, and other cross-departmental stakeholders to identify knowledge gaps and create content that addresses these needs
• Change Management
  • Ensure support readiness before every product launch by working closely with Product and Marketing teams
  • Design workflow for urgent team update communications
• Continuous Improvement
  • Regularly review and update knowledge base content to ensure it meets quality standards and addresses any emerging customer service issues.
  • Audit knowledge articles against quality standards
  • Analyse contact drivers to prevent issues upstream
• Training & Support
  • Design training programmes for CH representatives
    Responsibilities
• Own Global CH KM platforms and QA process
• Partner with CH leadership, Product, IT & Content teams
• Set and execute the global knowledge strategy

Why tonies?

• Global Teamwork: We collaborate across departmental and country borders on our vision to bring the Toniebox into every child's room in the world.
• Come as you are: This applies not only to the dress code but also to everything else. Because only where you truly feel comfortable can you give your best.
• Mobility: Choose the option that suits you best - a Deutschlandticket (public transport ticket) for unlimited mobility, a monthly contribution for an office parking space, a leasing bicycle, or a remote work subsidy.
• Enhanced Security: Benefit from subsidies for company pension plans, occupational pension schemes, and occupational disability insurance.
• Rest & Time Off: Enjoy 30 days of paid annual leave plus three additional days off such as Rosenmontag, Christmas Eve, and New Year's Eve. After one year of employment, you can also use up to 10 "toniecation days" (unpaid leave days).
• Continuous Learning: Benefit from our internal and external training opportunities as well as an individual learning budget to continuously expand your knowledge.
• Language Learning & Relaxation: Improve your communication skills with the language learning app Babbel and find relaxation through our access to the meditation app Calm.
• Discounts: Benefit from attractive discounts on our entire range of tonies products.

Good to know:

As part of our principles, we are committed to supporting inclusion and diversity at tonies. We actively celebrate our colleagues’ different abilities, ethnicities, faith and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

We look forward to hearing from you!

Vanessa Hubert-Man
Talent Acquisition Partner