Cs Quality and Training Lead

PASSION.io helps people to make their dreams a reality by learning the skills from successful people. We call these successful people “Creators” and our mission is to empower these Creators to help millions of people by providing the platform to turn skills into mobile apps and we give them everything they need to run a successful online business from concept to monthly payout check. We are an international remote team with the majority of our business in the US.

The Quality & Training Lead will be the owner of our Support quality model at Passion.io. You will enable and equip our team members to provide a differentiated experience to our creators. You will provide a smooth onboarding process and become a knowledgeable resource for team members throughout their Passion.io journey. By delivering data-informed training and hosting insightful quality coaching sessions, they will make meaningful interactions their number one priority.

You will work closely with other teams such as Marketing and Product to ensure full understanding of new releases, tool / platform amendments and deliver appropriate level of training.

**Requirements**:
**What you'll bring to the team**
- You have had at least 1+ years of experience leading and implementing internal ca/support training and quality programs remotely, ideally for a SaaS software product.
- You have at least 2+ years combined leadership and Individual Contributor roles
- Experienced in developing quality and training programs from scratch
- In-depth knowledge of quality performance metrics and operational processes, along with knowledge of how to coach, train and mentor team members/teams
- Excellent leadership and people management skills.
- Natural collaborator with Product Marketing and Product teams
- Excellent presentation and training communication skills
- A passion for customer experience and providing higher quality than a customer expects
- Trained and actively working in at least one Support speciality team
- Strong communication skills, and fluency in verbal and written English
- You are based in EMEA or EST time zone
- Ability to diagnose and solve problems with varying complexity, focusing on the customer's needs
- Active listener with an empathetic nature who can give & receive feedback in a diverse team and across varying levels of the organization
- A Problem solver, you're able to think critically, you're attentive to detail, and focus on finding solutions to complex and ambiguous issues
- Ability to prioritize, multi-task, and perform effectively under pressure
- Team player with demonstrated ability to execute across a cross-functional team
- Demonstrated ability to show empathy and take ownership of customer queries

**What you'll be working on**
- Develop and implement a full training and quality program designed to help internal CS teams members to:

- Better onboard as new hires
- Be fully aware and comfortable with upcoming changes to the product or processes
- Answer customer questions with exceptional quality, focused on uncovering root cause of issues and providing ‘more than expected’ responses to both answer and educate the customer
- Be enabled and empowered to solve customer inquiries easily through training and updated searchable knowledge base
- Get ongoing feedback on where they are excelling and where they can continue to develop in the quality of their work
- Create, maintain and manage Support members' training including onboarding and continuing education
- Training delivery and design of internal training materials
- Closely monitor quality looking for individual coaching opportunities as well as pulling themes that can be added to KBs or small ongoing training sessions
- Coordinate with Product Marketing teams to ensure smooth proactive training and testing of releases before go live dates
- Perform weekly reviews and follow up with specific and actionable feedback of agents performance across channels
- Conduct 1:1 and team based training and quality improvement sessions, coaching and mentorship
- Coach, mentor and hold your team accountable for outcomes and goals.
- Collaborate with cross-functional teams (technical support, product, engineering, sales, marketing, etc.) as an advocate for our creators’ needs at large.
- Track and take ownership of key metrics that determine creator and CS team member success
- Work on a variety of projects with an aim to boost customer experience and drive CSAT
- Bring CS team member and customer voice into the org to continue to improve processes, empowerment, bugs and feature requests

**Benefits**

**What we offer you.**
- Steep learning curve: Expect the steepest learning curve you have ever experienced - we are building a playground at passion.io to become the best version of ourselves. Meet and work with successful people worldwide to learn their success secrets.
- Values-based company: Be part of an open, honest, creative, and results-driven environment where your opinion