Customer Experience Trainer

Want to join one of the fastest growing marketplaces in the world? You’re 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

• Bachelor’s 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

Benefits

• Health/Dental/Vision
• 401K Match
• Parental Leave Policy
• Unlimited PTO
• Work/Life Balance
• Annual Salary Range: $60-70K

More about Booksy’s key milestones and achievements

Booksy raises $70M war chest to acquire salon appointment apps, expand internationally (https://tinyurl.com/y5kfoyjg)

Booksy: The Polish ‘Uber of beauty and wellness’ scoops £51M, plans UK expansion (https://tinyurl.com/3jxaptjy)

Booksy values

#1 People First

• Empower and elevate service providers, consumers and their communities
• Be authentic, transparent, and trustworthy with those we serve externally and with other Booksy employees

#2 Act Like an Owner

• Take responsibility for your actions and results
• Treat commitments and agreements seriously
• Proactively look beyond direct scope of work to make Booksy a better place

#3 Work as a Team

• Trust in each other's ability to do their job
• Encourage healthy collaboration among teams
• Give credit to people who contribute

#4 Shoot for the Moon

• Set your sights on the best and never settle for what’s mediocre
• Go beyond boundaries and take a different approach when you hit obstacles