Customer Service Training Team Lead // GetYourGuide

November 17, 2017

We are looking for an experienced Customer Service Training Team Lead to drive the performance of our training team, ensuring that our agents receive high-quality training to help turn our customers’ trips into amazing experiences with total customer excellence.

About GetYourGuide:

With 400+ employees from 45+ nationalities, GetYourGuide is on a mission to turn trips into amazing experiences by helping Customers discover and book the best things to do in a destination. From its founding in 2009, GetYourGuide has grown to be the world’s largest online platform for booking travel tours, attractions, and activities.

Team Mission

The CS Training Team is the backbone of our global Customer Service department. They facilitate the onboarding training by providing an introduction into our company, products and all processes. They also work on skill development and improvements and give training to our business partners. It is the team’s mission to provide world-class training to build the groundwork for a world-class service.

Responsibilities

  • Motivate and inspire our training team by
    • Conducting annual performance and people management reviews as well as weekly one-to-ones
    • Coaching and motivating low performers and identifying growth possibilities for high performers
    • Acting as a mediator to avoid or resolve conflicts
  • Manage daily operations and workflows in an efficient manner, including scheduling and rostering of the team
  • Prepare and elevate training material and carry out training and coaching sessions for the team
  • Liaise with the Customer Service excellence team for constant improvement cycle
  • Motivate and excite people to develop their skills
  • Organize e-learning processes and certifications for trainers and the team
  • Develop your training team, improve their skills and lead them with experience

What we look for

  • An experienced Training Team Lead with at least 2 years experience within a customer service environment
  • A coach who strives to motivate a team in a dynamic environment to achieve productivity goals as well as quality targets
  • An experienced project manager who can monitor projects independently
  • An excellent communicator who can convey complex information in a clear and structured way
  • A proactive and organized mind who is always willing to find solutions
  • A passionate “people person” who values the customers’ experience
  • A flexible person who can adapt to changing systems and processes
  • A role model who shares our core values

Why work with us

  • Full ownership and responsibility from day one
  • Learn and grow while working alongside an international team with more than 50 nationalities
  • Virtual stock options that make you an integral part of the company’s growth and success
  • GetYourGuide Vouchers… to experience our products for yourself
  • Personal improvement opportunities including German lessons & Yoga and Meditation Classes
  • Free breakfast and drinks everyday, and fun Fridays with Pizza and Beer
  • GetYourGuide events such as Summer Summits, regular Team events, Christmas & Summer Party
  • The office is located in the heart of lively Kreuzberg

Curious?

Do you have the skills to do the job, enthusiasm for our vision and fit our culture? Please send us your Resume + Cover Letter in English via our career page. We’re looking forward to hearing from you!

Meet our team and get to know more about their daily work on our blog at inside.getyourguide.com. Check out “Behind the Scenes with Ballet”.

If you have any questions please do not hesitate to contact us via jobs@getyourguide.com!

Visit the company website
GetYourGuide

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