Customer Experience Trainer & Quality Lead

<p><strong>At Too Good To Go, we dream of a planet with no food waste.</strong></p> <p>Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis.&nbsp;</p> <p>We are on a mission to change that - are you with us?</p> <p>Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 132 Million users, and more than 512 million meals saved.</p> <p>We’re proud of what we’ve achieved so far, but we are just at the start of our journey.<br><br></p> <p><strong>We are looking for a Senior Customer Experience Trainer &amp; Quality Lead who will shape and build the global CX learning and quality function, driving both strategic development and hands-on execution of initiatives across our CX organization.</strong></p> <p>&nbsp;</p> <p><strong>Your mission:&nbsp;</strong></p> <p>As a newly defined global CX management position, it offers the opportunity to establish standards, elevate capabilities, and drive operational excellence across a fast-scaling global CX organization.&nbsp;</p> <p>&nbsp;</p> <p><strong>Your role:</strong></p> <p>This role combines leadership of CX learning programs (onboarding, development, coaching) with ownership of quality assurance (QA processes, calibration, continuous improvement and knowledge base governance). Beyond agent development, it focuses on coaching and enabling CX Team Leads, fostering stronger leadership and coaching capabilities across all markets.&nbsp;</p> <ul> <li>Develop and implement an integrated Learning &amp; Quality Framework tailored to the operational needs of the CX environment</li> <li>Ensure CX agents at all levels are continuously supported through high-impact, well-designed learning programs</li> <li>Provide structured coaching and leadership development for Team Leads, enabling them to drive performance and engagement.</li> <li>Drive consistent QA standards, calibration routines, and data-driven quality improvement across regions</li> <li>Lead knowledge management as a strategic enabler of service consistency and agent empowerment</li> <li>Collaborate cross-functionally with Operations, OPEX, and Product teams to ensure readiness for service changes and channel evolution</li> </ul> <p>&nbsp;</p> <p><strong>Key Responsibilities</strong></p> <p><strong>Learning &amp; Training Strategy</strong></p> <ul> <li>Own and evolve the global CX onboarding and continuous learning programs, including e-learnings, virtual sessions, and coaching</li> <li>Design and deliver skill-based development trainings&nbsp;</li> <li>Lead and facilitate a "Train-the-Trainer" approach to empower Team Leads and deliver direct coaching and leadership development sessions for Team Leads (e.g., feedback delivery, performance management, change adoption).&nbsp;</li> <li>Develop structured training curricula that align with CX priorities and are adaptable to different regions and learner needs</li> <li>Measure learning impact using QA trends, agent feedback, and performance indicators (e.g. CSAT, productivity)<br><br></li> </ul> <p><strong>Quality Management</strong></p> <ul> <li>Lead the development and governance of QA processes and the CX quality scorecard</li> <li>Facilitate monthly quality calibration meetings across all markets and stakeholder groups</li> <li>Implement and manage Continuous Improvement Processes (e.g., Kaizen) with a focus on frontline performance</li> <li>Partner with CX Operations/Frontline to ensure QA design aligns with evolving channels (e.g. chat, self-service)</li> <li>Own configuration, data quality, and reporting in the QA tool (e.g. Klaus)</li> <li>Use quality data to identify trends, inform coaching priorities, and improve customer experience</li> </ul> <p><strong>Knowledge Management</strong></p> <ul> <li>Own the structure, processes, governance, and development of the CX Knowledge Base (KB)</li> <li>Ensure knowledge content is accurate, user-focused, and aligned with tone of voice standards</li> <li>Drive KB adoption and usage across agents, ensuring it supports consistent and efficient service delivery</li> <li>Collaborate with Product and Content teams to integrate product updates into knowledge workflows</li> <li>Design KB structure to support both agent performance and scalable self-service outcomes</li> </ul> <p><strong>Leadership &amp; Stakeholder Collaboration</strong></p> <ul> <li>Serve as a strategic partner to CX leadership in defining learning and quality strategy</li> <li>Use QA scores, CSAT, and FCR metrics to identify areas for training, coaching, and knowledge interventions</li> <li>Foster a culture of learning, feedback, and continuous improvement across CX teams</li> <li>Engage closely with Team Leads, Product Owners, and Content Owners to drive alignment</li> <li>Act as a leadership coach to Team Leads, providing guidance and capability-building support to strengthen their effectiveness.</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>Experience in CX learning, training design, quality management, or process excellence</li> <li>Proven expertise in building and delivering curriculum-based training programs in high-volume service environments</li> <li>Strong command of QA methodologies, calibration, and agent feedback processes</li> <li>Hands-on experience with LMS, QA, and KB tools (e.g. Klaus, Zendesk Knowledge)</li> <li>Excellent facilitation, coaching, and communication skills</li> <li>Fluent in English (written and spoken)</li> <li>Proven experience in coaching and developing frontline leaders, alongside managing or mentoring others and leading cross-functional initiatives across regions</li> </ul> <p><strong><em>Our values</em></strong><em>:</em></p> <ul> <li>We Win Together</li> <li>We Raise the Bar</li> <li>We Keep It Simple</li> <li>We Build A Legacy</li> <li>We Care</li> </ul> <p><strong><em>What we have to offer</em></strong></p> <ul> <li>A rare opportunity to work in a social impact company (and certified B Corporation!) where you can see real and tangible impact in your role.</li> <li>Working alongside an international community of users, partners and 1,500+ colleagues across 20 countries that are on the same important mission.</li> <li>Personal and professional development opportunities in a fast-paced scale-up environment.</li> <li>An inclusive company culture where you can bring your authentic self to work</li> <li>A genuine, values-based team culture where we celebrate successes and socialise with colleagues that care to offer</li> </ul> <p><em>Certain US states/jurisdictions require Too Good To Go to include a reasonable estimate of the salary range for this role. A reasonable estimate of the range for new joiners for this role in the United States is an annual base salary of $ 95,000 - $105,000. Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to an individual's assigned work location, experience and expertise.</em></p> <p><strong><em>Benefits</em></strong></p> <ul> <li>WORK FLEXIBLY:</li> <ul> <li>Enjoy hybrid working from our great offices, and at home.</li> <li>Extra parental leave and days off beyond local legislation and the option to take an extra week of unpaid leave</li> <li>100% Employer paid health coverage options for employee (Includes medical EPO plan, dental, and vision)</li> <li>50% employer paid health coverage options for your family</li> <li>Additional days off for significant life events</li> </ul> <li>CELEBRATE &amp; SOCIALISE</li> <ul> <li>Regular social events like summer and winter parties.</li> <li>Coffee, snacks and fully-equipped kitchens.</li> <li>Get to know our community with a monthly free Surprise Bag</li> <li>Paid volunteer time through our Shareback volunteering programme</li> <li>Women in the Workplace, P.R.I.D.E., Racial &amp; Ethnic Diversity, and Functionally Diverse Employee Resource Groups</li> </ul> </ul> <p><strong><em>How to apply</em></strong></p> <ul> <li>We take recruitment very seriously, so please carefully check the role requirements and see our website and international media for an overview of Too Good To Go.</li> <li>Submit your CV and Cover letter in English.</li> <li>Please note that we only accept applications coming through our platform. No CV or Cover Letter will be accepted by email or LinkedIn direct messaging.</li> </ul> <p><strong><em>Too Good To Go is an equal opportunity employer</em></strong></p> <p>Job Ref - #LI-CR1</p><div class="content-conclusion"><p><em data-stringify-type="italic">A Movement for Everyone</em><br><em data-stringify-type="italic">We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.</em><br><em data-stringify-type="italic">We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.</em></p></div>