Customer Success Trainer (ES&FR)

Your career as CS L&D Trainer at Booksy will give you the opportunity to be the learning engine powering our frontline Customer Success teams. You’ll design, develop, and deliver training programs that accelerate agent proficiency, embed quality standards, and equip our teams with the 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 our customers. You won’t just facilitate sessions; you’ll own new hire onboarding end-to-end and translate performance data into targeted learning interventions to ensure every agent is set up to succeed from day one.

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, generate first drafts 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. Ensure agents always have access to the right information at the right moment.
• Work with product experts, operations, and CS leadership to keep training content aligned with evolving products, processes, and business priorities. Act as the go-to learning partner for frontline teams and their managers.

Your career as CS L&D Trainer at Booksy will give you the opportunity to be the learning engine powering our frontline Customer Success teams. You’ll design, develop, and deliver training programs that accelerate agent proficiency, embed qualit...

To succeed in this role, you’ll need:

• Proven experience as a corporate trainer or in a similar role, ideally in a fast-paced SaaS or tech environment; a 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 (e-learning modules, video, knowledge bases) for diverse learning styles.
• Hands-on experience with LinkedIn Learning or a 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 the ability to give constructive, individual feedback. You know how to run a session that keeps people engaged.
• Comfortable using performance data and training metrics to evaluate effectiveness and prioritize where to focus next.
• Highly organized, with the ability to manage multiple programs and priorities simultaneously in a dynamic, remote environment.
• Self-motivated and proactive, able to operate independently and take initiative without waiting to be directed.
• Full professional proficiency in both English and Spanish, as you will be communicating with our global teams and local markets.
• Bonus points if you speak French! It’s not a deal-breaker, but it’ll definitely help you stand out as we support our growing international teams.
• Knowledge of the beauty industry (this is a strong plus for our team).

Your career as CS L&D Trainer at Booksy will give you the opportunity to be the learning engine powering our frontline Customer Success teams. You’ll design, develop, and deliver training programs that accelerate agent proficiency, embed quality standards, and equip our teams with the 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 our customers. You won’t just facilitate sessions; you’ll own new hire onboarding end-to-end and translate performance data into targeted learning interventions to ensure every agent is set up to succeed from day one.

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, generate first drafts 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. Ensure agents always have access to the right information at the right moment.
• Work with product experts, operations, and CS leadership to keep training content aligned with evolving products, processes, and business priorities. Act as the go-to learning partner for frontline teams and their managers.

Your career as CS L&D Trainer at Booksy will give you the opportunity to be the learning engine powering our frontline Customer Success teams. You’ll design, develop, and deliver training programs that accelerate agent proficiency, embed qualit...

To succeed in this role, you’ll need:

• Proven experience as a corporate trainer or in a similar role, ideally in a fast-paced SaaS or tech environment; a 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 (e-learning modules, video, knowledge bases) for diverse learning styles.
• Hands-on experience with LinkedIn Learning or a 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 the ability to give constructive, individual feedback. You know how to run a session that keeps people engaged.
• Comfortable using performance data and training metrics to evaluate effectiveness and prioritize where to focus next.
• Highly organized, with the ability to manage multiple programs and priorities simultaneously in a dynamic, remote environment.
• Self-motivated and proactive, able to operate independently and take initiative without waiting to be directed.
• Full professional proficiency in both English and Spanish, as you will be communicating with our global teams and local markets.
• Bonus points if you speak French! It’s not a deal-breaker, but it’ll definitely help you stand out as we support our growing international teams.
• Knowledge of the beauty industry (this is a strong plus for our team).