Training Team Lead - Customer Care

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, travelers from over 170 countries have booked more than 80 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 700 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

We are looking for an experienced customer care Training Team Lead to drive the performance of our training team, ensuring that our global CARE coordinators have the knowledge and expertise to turn our customers’ trips into unforgettable experiences. This is a full-time role in our Berlin office.

Team mission

Our Care Training Team provides world-class training to our global Care team. Our team facilitates onboarding training by introducing our company, products, and processes. The team is responsible for designing and developing training programs and materials. They prepare CARE coordinators with the knowledge and skills they need to effectively handle customer inquiries and complaints. This includes creating and maintaining presentations, job aids, and reference guides. In addition, they design assessments for CARE coordinators to ensure they are utilizing the skills and knowledge learned during training. Our curricula span skill development and continuous learning. We partner with trainers in our BPO sites to ensure consistent high quality and an incredible customer experience no matter where a CARE coordinator is based globally.

You will:

• Motivate and inspire an international team of 5-8 Care trainers
• Manage daily operations and prioritize against department and business goals
• Guide the global training governance model in partnership with the Quality Assurance, Knowledge Management, and Business Process Outsourcing (BPO) teams to drive global performance at scale
• Support the team’s growth by recruiting new team members
• Differentiate our training programs by innovating on tooling, training methodology and design, and delivery techniques
• Manage team performance through individual and team KPIs, and support team members’ growth with individual development plans
• Develop and deliver training programs, including presentations, workshops, and e-learning modules
• Support the team with creating training materials, including presentations, job aids, and reference guides
• Support the team with designing assessments for customer care coordinator to ensure they are utilizing the skills and knowledge learned during training
• Support the team in designing and developing training programs, including presentations, workshops, and e-learning modules
• Support the team in designing curriculum for customer service representatives

Who you are:

• An experienced Training Team Lead with 2+ years’ experience in a customer care training environment
• A coach who motivates a team in a dynamic environment to achieve both productivity and quality targets
• A strong advocate for training who can effectively communicate team's needs to other stakeholders
• An experienced project manager who can monitor projects independently
• An excellent communicator who can convey complex information in a clear and structured way
• An analytical thinker who is excited by change and able to adapt to evolving business needs
• A creative entrepreneur who thinks outside the box and drives innovation
• Experience designing and delivering training programs
• Ability to work independently and manage multiple tasks and priorities
• Excellent written and verbal communication skills in English

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Create a comfortable workspace at home with an annual home office budget
• Become a part of our success with virtual stock options
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more…

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below.

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 

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