Customer Care Training Senior Team Lead

**We power people's progress.**:
At Preply, we're all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled — and it's creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

**Meet the team**:
Welcome to Preply's Customer Care squad — the driving force behind delivering exceptional support experiences for our global community of learners and tutors.

We're not just a support team; we're performance-driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer care agents have the tools, guidance, and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents' growth, enhancing their skills, and creating an environment of continuous improvement, we empower them to deliver outstanding service every day.

At Preply, we believe the success of our learners and tutors starts with the success of our team. If you're passionate about driving agent performance, scaling training programs, leading high-performing teams, and creating impactful change — this is the role for you

**What you'll be doing**:
As a **Customer Care Training Manager**, you will lead Preply's Customer Care training function, managing a growing team of Training Specialists and Trainers who build and deliver best-in-class learning experiences for our support agents and team leads. You will be responsible for shaping the strategic direction of learning in the Customer Care team, ensuring scalability, performance impact, and continuous improvement across all training initiatives.

**Your key responsibilities will include**:
**Learning Strategy & Team Leadership (40%)**:

- Lead, mentor, and grow a team of Training Specialists and Trainers, fostering a culture of innovation, ownership, and excellence.
- Set team objectives, define success metrics, and oversee the execution of agent onboarding and continuous development programs.
- Collaborate with Customer Care Operations, QA, and Workforce Management teams to align training efforts with performance goals and operational priorities.
- Manage the end-to-end training roadmap — from needs assessment to design, delivery, and impact evaluation. Advocate for training needs across Customer Care and act as a strategic partner to stakeholders across Preply.

**Instructional Design & Content Development (40%)**:

- Oversee the design and creation of high-quality, scalable learning content including e-learning modules, knowledge base articles, microlearning content, and video-based resources.
- Ensure all training content aligns with instructional design best practices and delivers measurable business outcomes.
- Monitor content effectiveness using performance data, feedback loops, and quality reviews. Continuously improve the learning ecosystem through innovation, experimentation, and iteration.

**Training Delivery & Enablement (20%)**:

- Supervise and support live and virtual training delivery, particularly during onboarding and major rollouts.
- Partner with enablement and QA to drive behavioral change through reinforcement programs, workshops, and coaching sessions.
- Maintain training delivery standards and foster consistency across geographies and agent levels.

**What you need to succeed**:
**Experience & Skills**
- **5+ years of experience** in Learning & Development, Instructional Design, or Training roles, **with 2+ years managing a team** in a **customer support, operations, or sales enablement** environment.
- Proven track record of building and scaling training programs in high-growth, fast-paced companies.
- Strong expertise in asynchronous learning design using instructional frameworks (e.g., ADDIE, SAM).
- Experience with LMS platforms and knowledge management systems.
- Proficiency in e-learning authoring tools (e.g., Articulate, Rise, Captivate, Canva).
- Exceptional communication skills with the ability to influence cross-functional stakeholders.
- Strong analytical mindset and comfort using performance data to inform learning strategy.
- Demonstrated ability to manage training initiatives that span geographies, languages, and cultures.

**Nice to have**
- Background in Customer Support operations, especially in digital-first or B2C environments.
- Experience working in partnership with QA and Workforce Management teams.
- Experience facilitating remote training for international audiences.
- Familiarity with multimedia content creation (basic video editing, visual design, or audio narration).
- Proficiency in additional languages (especially Spanish or Ukrainian).

**Why you'll love it at Preply**:

- An open, collaborative, dynamic and diverse culture;
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