Customer Support Trainer

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)

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