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Mid level
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 youn…
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Galderma
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Dusseldorf, North Rhine-Westphalia, Germany · Hybrid
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Dusseldorf, North Rhine-Westphalia, Germany · Hybrid
Mid level
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About this position What you'll do Conduct internal security investigations to detect economic crime affecting the company and violations of internal policies and proceduresDevelop and enhance internal controls to reduce…
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Full-time
Public transport ticket, Office parking contribution, Leasing bicycle, Remote work subsidy, Company pension plan, Occupational disability insurance
Posted 12h ago
~40 hrs/week
Responsibilities
You will own the global knowledge and content strategy for Customer Happiness, maintaining the knowledge base and ensuring support readiness for product launches. You will also collaborate with cross-departmental stakeholders to identify knowledge gaps and design training programs for customer service representatives.
Requirements
The role requires experience in knowledge management and customer support operations, ideally within a global context. You must be capable of managing complex documentation, analyzing contact drivers, and partnering with product and marketing teams.
Full job description
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.
Du als Teil von tonies:
You as part of tonies:
Deine Aufgaben umfassen:
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
Was dich in deiner Ausbildung erwartet:
Was wir uns von dir wünschen:
What we are looking for:
Warum tonies?
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.
Was unser Software Development ausmacht:
What makes our software development unique:
Gut zu wissen:
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.
tonies® is the world’s largest interactive audio platform for children with the award-winning Toniebox.
Industry
Technology, Information and Media
Company size
501-1,000 employees
Founded
2014
Headquarters
Düsseldorf, Nordrhein-Westfalen
LinkedIn followers
37,665
tonies® is the world’s largest interactive audio platform for children with more than 10 million Tonieboxes and 134 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 more than 1,300 Tonies figurines in several languages.
Offices: Oststraße 119, Düsseldorf, Nordrhein-Westfalen 40210, DE
How many Management & Leadership jobs are open in Düsseldorf, Germany right now?
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