Manager, Training - Customer Support at Wish

| San Francisco | Remote
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Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

Wish is committed to providing customers with the best possible shopping experience. We are looking for a Manager, Training - Customer Support to oversee the day to day development and execution of strategic initiatives for our Support Training and Content programs. In this role, you will drive efficiency and education by helping partners and teammates further develop in their skill sets, crafting coaching plans, creating knowledge base content to support all audiences (Customers, Internal Team, Outsourcing Partners), and designing orientation/training curriculums. We will look to you to partner with Operations to identify opportunities for improvement, deep dive into root cause analysis, and propose holistic plans to enhance the Customer Experience. This role will have a direct impact in defining our style of Customer Care and scaling our operations.


What you'll be doing:

​​​​​​

  • Craft training/orientation curriculum and upskill programs to onboard new vendors and direct teammates as well as refine the current approach based on participant feedback and success metrics

  • Create a strategy for self-help knowledge base infrastructure and content, including but not limited to: response macros, articles for internal and external audiences, policy and procedure guidelines, and VoC reports. Produce monthly recommendations and provide weekly readouts on progress of content development with demonstrated reductions in volume of outstanding work

  • Build, manage and coach a team of high performing trainers, content writers and coaches to develop and deliver effective and engaging learning experiences for agent onboarding as well as new product launches, policy updates, process and tooling improvements etc

  • Partner closely with the Product team to coordinate on content development needs

  • Work proactively and efficiently, identifying issues and researching solutions to offer a recommendation. This includes proposing tool changes or new system implementations (particularly with LMS & our internal CRM tools)

  • Partner with our quality agent assurance team to ensure our agent training supports our QA framework.

  • Develop an evaluation strategy and approach for training programs to provide timely, meaningful and accurate reporting on learning effectiveness and business performance.

  • Transform our existing agent training programs to increase overall operational effectiveness and CSAT

  • Influence cross functional partners supporting agent systems, tooling and processes based on training needs analysis.

​​​​​​

Qualifications

  • Effectively balance strategic thinking with tactical execution 

  • Are entrepreneurial, adaptable and thrive in the fast paced environment of a hyper growth company

  • Have a track record of transforming and scaling call center training programs, resulting in agents meeting and exceeding service levels and delivering exceptional customer experience

  • Have built high performing L&D teams and are skilled in coaching, developing, and motivating employees to meet and exceed goals

  • Are metrics oriented and take a data-informed approach to management and decision making

  • Have expertise in Training and eLearning tools, including knowledge management, LMS, and other tools

  • Collaborate and communicate effectively with key stakeholders, cross-functional partners, and senior leadership

  • Have exceptional written and verbal communications 

  • Thrive in the operational environment of a hyper growth company 

  • Have 8+ years of experience in learning and development, including 4+ years in mid scale call center operations and 4+ years directly managing a Training team

  • #LI-RS1 #LI-Remote

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

We do a lot of cross-functional work with other teams to create promotions, campaigns, articles, social media content, videos, and more. We also provide regional insights to stakeholders and exchange ideas to help grow each market. I love looking back and seeing how much my role has evolved since I started working at Wish!

Tania

Localization Manager, Spanish

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.

Vitaliy

Manager, Software Engineering

What's the biggest problem your team is solving?

My role as a Brand Protection specialist at Wish revolves around reviewing and actioning on merchants that infringe on our Intellectual Property policy. My work will hopefully create a fair and trustworthy platform for both our users and merchants.

Miguel

Brand Protection Specialist

What are Wish Perks + Benefits

Wish Benefits Overview

Here at Wish, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, Wish covers 100% of insurance premiums for full-time employees and their dependents. And that's not all! In addition to our amazing benefits, we proudly offer many perks like fitness reimbursement, flexible work hours, generous paid time off, Wish cash, an ESPP program and many more...

Culture
Partners with Nonprofits
Wish proudly partners with Black Girls Code, University of Waterloo WiCS and Women Who Code through volunteering and hosting events.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Coming soon!
Diversity manifesto
Diversity Employee Resource Groups
Our Wish Employee Resource Groups, or WERGs as we call them, are employee-led organizations that help build awareness, educate and drive inclusivity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Mental Health Benefits
Employee Assistance Plan - Up to 5 in-person visits with a trained professional, per issue. Additional online benefits include legal, financial, childcare, and parental leave resources.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Breakfast pastries.
Fitness Subsidies
Wish offers a fitness allowance.
Home Office Stipend for Remote Employees
New! All full time employees are eligible to receive a monthly work from home stipend.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
Customized development tracks
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