Job description
Position: Learning & Training Specialist
Location: Remote
Whizz is an innovative e-bike/e-moped subscription service catering to delivery drivers in the US. We partner with leading companies like DoorDash and Grubhub, offering affordable $169/month rental subscriptions to independent delivery workers. In just three years, Whizz has grown rapidly, managing a fleet of 4,000 e-bikes across the US, achieving a remarkable 100% year-over-year growth rate. Our mission is to serve an underserved audience of gig workers, aiming to manage the largest electric two-wheeler fleet in the US. Our dynamic team of 150 people is expanding quickly.
We are looking for a Learning & Training Specialist to strengthen the performance, knowledge, and operational excellence of our customer service team. This role requires a detail-oriented and proactive professional with a strong background in training, process optimization, and knowledge management. The ideal candidate will play a key role in developing and delivering training programs, refining support resources, and driving continuous improvement across customer service operations.
Responsibilities:
Maintain and update the Customer Service Knowledge Base, including the creation of new instructions and communicating updates to the team.
Develop new scripts and training materials based on recurring issues, customer feedback, and team needs.
Review and improve existing communication scripts (chat, phone, in-person) to ensure consistency, clarity, and alignment with customer experience standards.
Organize and lead regular training and refresher sessions for both remote and on-site teams.
Conduct one-on-one coaching sessions to identify areas for improvement and support individual development plans.
Audit existing internal processes and suggest improvements to enhance efficiency and reduce manual workload.
Work closely with stakeholders to identify opportunities for automation in support and training workflows.
Participate in initiatives aimed at enhancing and automating the customer service environment and internal processes.
Proven experience in developing and delivering training programs within a customer service environment.
Excellent written and verbal communication skills, with the ability to create clear and engaging support content and scripts.
Strong organizational and presentation skills, with experience in leading group and one-on-one training or coaching sessions.
Ability to maintain and manage knowledge bases or internal documentation tools.
Experience in analyzing recurring issues, customer feedback, and team needs to design targeted training materials.
Proficiency in English and Russian
Competitive salary with performance bonuses
Friendly and supportive team.
Opportunity to work and grow professionally at an international level.
Ready to take the wheel of your career? Join us at Whizz and pedal towards success! Apply today!
