About the Role
Customer Experience Trainer
RemoteUnited States
Full time
Description
Want to join one of the fastest growing marketplaces in the world? Youre in the right place. Headquartered in Poland, Booksy connects over 100K beauty pros to 25+M customers around the globe. Our mission is simple. We want to connect beauty pros to the tools that they need to manage and grow their businesses, while simplifying the booking process for customers. This results in over 150 million appointments powered by Booksy every single year.
Our Quality Assurance team is looking to hire a Customer Experience Trainer. The Customer Experience Trainer will develop and maintain training materials and initiatives for our customer-facing teams. Trainer will facilitate interactive sessions focusing on customer experience, product knowledge, troubleshooting, and soft skills, contributing to the enhancement of our service standards and team effectiveness.
Responsibilities
- Create and maintain training materials, strategies, and initiatives (Including but not limited to manuals, tools, templates, process guides, etc.)
- Deliver interactive training sessions centered around customer experience and our product, including but not limited to basic product training, product troubleshooting, soft skills, and SOPs
- Collaborate with Quality Assurance and product experts to ensure training content and reference material is accurate and up-to-date
- Collaborate with the Quality Assurance team to measure information retention, performance, and training effectiveness
- Work closely with the Quality Assurance team to assess agent performance to identify areas of opportunity for continuing education efforts.
- Create and maintain training materials, strategies, and initiatives (Including but not limited to manuals, tools, templates, process guides, etc.)
- Schedule and coordinate virtual training sessions
- Identify and communicate new hire performance concerns, such as attendance, technical competence, information retention, etc.
- Collaborate with the Quality Assurance team to measure information retention, performance, and training effectiveness
- Work closely with the Quality Assurance team and Service and Success leadership on training initiatives, schedules, process/application changes, etc.
- Work closely with the Quality Assurance team to assess agent performance to identify areas of opportunity for continuing education efforts
- Assist the Quality Assurance team in the maintenance of reference and training materials
- Participate in Calibration with the Quality Assurance Team
Requirements
- Bachelors degree in a relevant field or proven experience as a corporate trainer, or similar role
- Experience in tech support, customer service, or customer success
- Demonstrated proficiency in instructional design principles and adult learning theories
- Excellent organizational skills with the ability to manage multiple projects and priorities simultaneously
- Experience in navigating a fast-paced, dynamic tech environment
- Strong presentation and communication skills, with the ability to effectively convey complex information
- Able to run engaging training sessions and motivate learners in a virtual environment
- Strong customer service instincts in interactions and problem-solving scenarios
- Self-Motivated
- Understanding of beauty industry a plus
- Spanish speaking a plus