Customer Experience Training Manager
1 day ago
*This internal hiring opportunity is exclusively available to current employees of the Support team in ONLY.
Remote | CET timezone
You will own all training for our customer-facing teams (Support, Success, Sales and others). Your task is to make sure every team member has the right knowledge at the right time
Own All Onboarding: Create and run the mandatory training for every new hire in CX teams.Build the Content: Develop clear, engaging training materials (videos, guides, presentations) that make our products easy to understandBe the Product Link: Work with Product and Engineering to get feature updates early. Quickly turn Product Specifications into simple training for our CX teams.Manage Knowledge: Be the owner of the internal knowledge base. Make sure all guides, articles, and training tools are accurate and easy to find, always.Performance Review: Assess new trainees and provide direct, constructive feedback to help them improve quickly and meet quality standards.Find and Fix Gaps: Use performance data such as IQS score and the CX Quality Manager's feedback to spot team knowledge gaps and create targeted training to close them. Track success rate of every Training provided.Other tasks that help the CX teams.Must-HavesTraining Pro: You love teaching and can lead compelling, effective training sessions.Product Expert: Advanced technical knowledge of our products (or you can master them faster than anyone else).Self-Starter: You are highly organized, detail-oriented, and don't wait to be told what to do. Your focus is always on the team's success and their knowledgeCommunicator: Excellent communication in English, with a proven ability to build strong working relationships with people across all departments.Feedback Skill: You know how to give honest feedback that motivates people, not discourages them.Results-Oriented: You have a track record of driving measurable improvements in team performance.Time Zone: Able to work within the CET timezone (9:00-17:00 UTC+1) primarily.Nice-to-HavesData Driven: Experience using data (like CSAT, IQS scores or audits) to prove training works and decide what to teach next.Internal Networker: You know how to build key relationships with non-CX teams (like Marketing or Development) to help your team.Tool Skills: Familiarity with training tools for design and delivery (e.g., Canva, internal wikis, video editors).Content Creator: Experience creating formal knowledge base articles or instructional videos.-
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