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.