Manager, Training - Customer Support at Wish
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.
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
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.