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Customer Support Trainer

Tel Aviv District, Israel (Hybrid)

Customer Support Trainer

2 Hours ago • 2 Years + • Education

About the job

6 skills required for this role

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communication

organisational

onboarding-process

presentation-skills

talent-acquisition

organisational-skills

Job Description

Moon Active seeks a Customer Support Trainer to develop and deliver comprehensive training programs for remote customer support agents. Responsibilities include creating engaging online training materials, conducting sessions, monitoring onboarding, assessing training effectiveness, and building specific training plans to address knowledge gaps. The ideal candidate will have 2+ years of experience training remote teams, strong analytical skills, excellent communication, and the ability to create engaging online training materials. They will also work with vendors and internal teams to maintain high training standards. The role requires strong data analysis skills, experience in training program design and delivery, and excellent communication abilities.

Must have:

2+ years training experience (remote teams)
Data analysis and training assessment skills
Excellent communication and presentation skills
Create engaging online training materials
Strong organizational skills and attention to detail

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We are seeking a dedicated and experienced Customer Support Trainer Specialist to join our dynamic team. The ideal candidate will have a strong background in data analysis, training, and creating training materials. This role will involve preparing and delivering online training materials & sessions, specifically targeting our customer support agents who work remotely.

Responsibilities

Develop and deliver comprehensive training programs for new and existing customer support team members. Ensure training materials are accurate, engaging, and aligned with company processes, tools, and products.
Plan and conduct training sessions, workshops, and refreshers to continually enhance the technical knowledge and skills of the customer support team.
Monitor the onboarding process by ensuring new hires are up-to-date with procedures and customer service standards.
Create engaging and interactive online training materials to improve learning outcomes.
Assess training effectiveness & needs through evaluations, feedback, analysis of performance metrics & report on training outcomes and team performance to leadership.
Build specific training plans to address weak areas of knowledge, technical skills, soft skills, and productivity.
Work directly with our vendors and internal support team to ensure consistent and high-standard training processes.

Requirements

2+ years experience as a trainer, with a strong background in designing and delivering training programs for remote teams
Demonstrated analytical skills with ability to leverage data for training assessment
Excellent communication and presentation skills
Proven ability to create engaging training materials for online delivery
Strong organizational skills and attention to detail
Proactive problem-solving approach
Ability to thrive in a fast-paced, dynamic environment
High level of English proficiency (written and verbal)

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