Customer Success Lead – Training & Quality

Plum

Customer Success Trainer to educate Plum’s Success team conducting training sessions and interactive coaching. Involving onboarding programs and quality assurance frameworks for customer success agents.

Posted 5/27/2026full-timeAthens • 🇬🇷 GreeceSeniorWebsite

About the role

Key responsibilities & impact

Own onboarding and continuous training programs for Plum’s Customer Success agents
Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
Organize training sessions, workshops onsite and remotely, about product features and Support techniques
Develop the quality assurance framework, scorecards and calibration processes
Partner with Team Leads to support performance improvement and targeted coaching plans
Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
Schedule regular training sessions (e.g. monthly or quarterly)
Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
Continuously improve learning processes, support quality and knowledge management practices

Requirements

What you’ll need

Have work experience as a Customer Success Trainer or similar role
Previous experience leading or mentoring others
Experience building or running onboarding, coaching or QA programs
Strong communication, facilitation and coaching skills
Analytical mindset with the ability to identify trends and performance gaps using operational data
Knowledge of Learning Management Software (LMS)
Familiarity with interactive learning activities
Excellent communication and presentation skills
Additional certification in training is a plus
Familiarity with AI-assisted support platforms, conversation analytics or workflow automation tools is a plus

Benefits

Comp & perks

We're all in this together! Own part of the company through stock options 💷
Private health insurance
Annual training budget
Plum Max subscription for yourself and Boost for 2 friends or family members
Referral scheme: earn competitive rewards up to 4k
Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
Team breakfasts and team lunches
25 days holiday + bank holidays
45 work-from-anywhere days: giving you the flexibility to work your way
2 weeks & 6 weeks sabbatical after 4 years and 8 years respectively to take the break you deserve
Enhanced parental leave
Wedding allowance
1 paid volunteering day annually
Annual team trip: to a surprise destination!
A fun, inclusive company culture (think 🦄🌈💯)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

onboarding programstraining programsquality assurance frameworkscorecardscalibration processesperformance improvementcoaching plansKPI monitoringanalytical mindsetinteractive learning activities

Soft Skills

communication skillsfacilitation skillscoaching skillsinterpersonal skillsnegotiation skillsteamworkconflict managementpresentation skillsmentoringperformance gap identification

Certifications

certification in training