Customer Experience Trainer

Within Castlery, we are looking for an experienced trainer who has a passion for empowering individuals with knowledge and experience through training and content that is effective and engaging.

This position works closely with Customer Experience Manager and CX Shared Services Team to develop and deliver training to drive service performance for Castlery and satisfaction for the customers.

You will primarily be responsible for the delivery of onboarding training for new hires and continuous learning opportunities for existing members. This role also includes mentoring new and existing members on knowledge and processes in order to improve performance and compliance.

This role is suitable for individuals who thrive in a fast paced, dynamic and evolving environment.

Core Responsibilities

• Delivery of onboarding training while developing and maintaining onboarding materials
• Mentoring new and existing team members to improve performance and meet regularly with CX Manager to report progress
• Work closely with key functions to identify training needs or improvements
• Work with CX Shared Service team to develop global CX training framework, with periodic review of the training program, materials and delivery for effectiveness and relevance to existing processes, systems, products, customer needs and trends

Requirements

• Must be highly self-motivated and customer-centric
• Excellent in planning, organization and implementation skills
• Strong communication skills with presentation/facilitation skills
• Proven ability to create training materials using basic instructional design methods
• Hands-on attitude and high attention to details
• Deep understanding of adult learning concepts and techniques

Join Us! Be part of a team that shapes the financial future of Castlery, driving decisions with impactful actionable insights and collaborative efforts.

What we promise

Our first promise - the ride of a lifetime

You’ll be joining a company in its most exciting phase; we’ve proven our product market fit, and with the growing online penetration of furniture, we’re now focused on hypergrowth. You’ll have a front-row seat in witnessing the growth of our customer-base and organisation at a global-level.

Our second promise – a place to thrive

We’re building a company that has people as one of the company’s core pillars for success. It’s our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We’re committed to our employees’ growth, and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience, and carrying over into emphasis on personal and professional development.

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people can perform at their best level and believes in partnering our employees to raise that level as they grow with us.