Job Level
Senior
About the role
- Oversee and coordinate daily activities within the training team, ensuring tasks are assigned effectively and workflows run smoothly.\n
- Organize and schedule training sessions, ensuring trainers are prepared and sessions are delivered without issues.\n
- Hold training sessions with new hires alongside trainers when needed.\n
- Support trainers during and outside of sessions, addressing trainee-related challenges and maintaining quality standards.\n
- Review and improve training materials, resources, and session structures to keep them relevant and effective.\n
- Maintain up-to-date documentation across training platforms such as Confluence, training courses, and company spreadsheets.\n
- Monitor training compliance, attendance, and trainer engagement, providing feedback and recommendations for improvement.\n
- Identify training gaps and recurring issues through data and feedback, escalating or addressing them as needed.\n
- Define and maintain internal training processes, guidelines, and knowledge bases to ensure team alignment.\n
- Lead the onboarding of new trainers in coordination with Support Management, and promote internal knowledge sharing.\n
- Evaluate trainer performance through observation, metrics, and structured feedback.\n
- Host regular team meetings and 1:1 sessions to provide coaching, mentorship, and performance development.\n
- Provide regular reports and insights to Customer Support leadership on training activities, results, and improvement opportunities.
Requirements
- Minimum of 1 year and three months (15 months) as a team member in our company.\n
- Flexibility to work during Shift 2 and/or Shift 3 as needed.\n
- Good understanding of business operations and risk awareness in customer support.\n
- Ability to guide, support, and motivate team members to achieve performance goals.\n
- Skilled in handling high-pressure situations, escalations, and multiple priorities.\n
- Experience contributing to process improvements and supporting operational best practices.\n
- Comfortable using tools such as Zendesk, Hubstaff, UCC, and Jira (or similar systems).\n
- Strong decision-making and problem-solving skills.\n
- Prior experience as a team lead or in a similar coordination role is an advantage.