Customer Support Trainer

2 Weeks ago • 4 Years + • Customer Service

Job Summary

Job Description

Moon Active, a fast-growing mobile game company headquartered in Tel Aviv, is seeking a Customer Support Trainer Specialist. This role involves preparing and delivering online training materials and sessions for remote customer support agents. The ideal candidate will have a strong background in data analysis, training, and creating engaging training content to enhance the skills of the support team.
Must have:
  • Develop and deliver comprehensive training programs for new and existing customer support team members.
  • Plan and conduct training sessions, workshops, and refreshers to enhance technical knowledge and skills.
  • Monitor the onboarding process to ensure new hires are up-to-date with procedures and standards.
  • Create engaging and interactive online training materials to improve learning outcomes.
  • Assess training effectiveness & needs through evaluations, feedback, and performance metrics analysis.
  • Build specific training plans to address weak areas of knowledge, technical skills, soft skills, and productivity.
  • Work directly with vendors and internal support team to ensure consistent and high-standard training processes.

Job Details

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

  • 4+ 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)

#LI-Hybrid

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About The Company

Moon Active is a developer of social games across multiple platforms (Facebook, iOS, and Android). We make games that offer fun entertainment experiences for everyone to enjoy.Our goal is to develop top-quality games and to connect people, friends, and players from all over the world.

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