Customer Success Trainer (ES&FR)

Role Overview

As a CS L&D Trainer at Booksy, you'll be the learning engine powering frontline Customer Success teams. You'll design, develop, and deliver training programs that accelerate agent proficiency, embed quality standards, and equip teams with knowledge and skills to deliver world-class service at scale.

This role sits at the intersection of training, performance, and continuous improvement. Reporting to the CS Learning & Development Manager, you'll join a passionate team committed to providing the best service to customers. You'll own new hire onboarding end-to-end and translate performance data into targeted learning interventions.

What You Will Do

• Design and own learning programs including live virtual sessions, e-learning modules, and process guides. Leverage AI tools to accelerate content creation and build personalized learning materials at scale.
• Administer LinkedIn Learning: manage course assignments, learner tracking, and program reporting.
• Facilitate onboarding and continuing education sessions covering product knowledge, troubleshooting, customer experience, and soft skills.
• Track training effectiveness through post-training assessments, performance data, and learner progress metrics. Identify skill gaps and proactively design learning interventions to close them.
• Partner with the Knowledge Base Manager to keep internal documentation, SOPs, and training reference materials accurate and up to date.
• Work with product experts, operations, and CS leadership to keep training content aligned with evolving products, processes, and business priorities.

Requirements

• Proven experience as a corporate trainer or in a similar role, ideally in a fast-paced SaaS or tech environment; background in customer success or service is a strong plus.
• Proficiency in instructional design principles and adult learning theories, with experience building both synchronous and asynchronous content for diverse learning styles.
• Hands-on experience with LinkedIn Learning or similar LMS, content authoring tools (e.g. Articulate Rise, Storyline), and video or screen recording tools (e.g. Loom, Camtasia).
• Experience using AI tools to accelerate training development and content creation (e.g. Claude, ChatGPT, Synthesia, or similar). You treat AI as a force multiplier, not a shortcut.
• Strong virtual facilitation skills and ability to give constructive, individual feedback. You know how to run sessions that keep people engaged.
• Comfortable using performance data and training metrics to evaluate effectiveness and prioritize learning initiatives.