Customer Care Training Senior Team Lead

We power peoples progress.

At Preply were all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor craft a personalized learning journey and stay motivated to keep growing. Our approach is human-led tech-enabled and its creating real impact. So far 90000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change fuels ambition and drives progress that matters.

Meet the team!

Welcome to Preplys Customer Care squad the driving force behind delivering exceptional support experiences for our global community of learners and tutors.

Were not just a support team; were performance-driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer care agents have the tools guidance and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents growth enhancing their skills and creating an environment of continuous improvement we empower them to deliver outstanding service every day.

At Preply we believe the success of our learners and tutors starts with the success of our team. If youre passionate about driving agent performance scaling training programs leading high-performing teams and creating impactful change this is the role for you!

What youll be doing:

As a Customer Care Training Manager you will lead Preplys Customer Care training function managing a growing team of Training Specialists and Trainers who build and deliver best-in-class learning experiences for our support agents and team leads. You will be responsible for shaping the strategic direction of learning in the Customer Care team ensuring scalability performance impact and continuous improvement across all training initiatives.

Your key responsibilities will include:

Learning Strategy & Team Leadership (40%)

• Lead mentor and grow a team of Training Specialists and Trainers fostering a culture of innovation ownership and excellence.
• Set team objectives define success metrics and oversee the execution of agent onboarding and continuous development programs.
• Collaborate with Customer Care Operations QA and Workforce Management teams to align training efforts with performance goals and operational priorities.
• Manage the end-to-end training roadmap from needs assessment to design delivery and impact evaluation.
• Advocate for training needs across Customer Care and act as a strategic partner to stakeholders across Preply.
  
  

Instructional Design & Content Development (40%)

• Oversee the design and creation of high-quality scalable learning content including e-learning modules knowledge base articles microlearning content and video-based resources.
• Ensure all training content aligns with instructional design best practices and delivers measurable business outcomes.
• Monitor content effectiveness using performance data feedback loops and quality reviews.
• Continuously improve the learning ecosystem through innovation experimentation and iteration.
  
  

Training Delivery & Enablement (20%)

• Supervise and support live and virtual training delivery particularly during onboarding and major rollouts.
• Partner with enablement and QA to drive behavioral change through reinforcement programs workshops and coaching sessions.
• Maintain training delivery standards and foster consistency across geographies and agent levels.

What you need to succeed:

Experience & Skills

• 5 years of experience in Learning & Development Instructional Design or Training roles with 2 years managing a team in a customer support operations or sales enablement environment.
• Proven track record of building and scaling training programs in high-growth fast-paced companies.
• Strong expertise in asynchronous learning design using instructional frameworks (e.g. ADDIE SAM).
• Experience with LMS platforms and knowledge management systems.
• Proficiency in e-learning authoring tools (e.g. Articulate Rise Captivate Canva).
• Exceptional communication skills with the ability to influence cross-functional stakeholders.
• Strong analytical mindset and comfort using performance data to inform learning strategy.
• Demonstrated ability to manage training initiatives that span geographies languages and cultures.

Nice to have

• Background in Customer Support operations especially in digital-first or B2C environments.
• Experience working in partnership with QA and Workforce Management teams.
• Experience facilitating remote training for international audiences.
• Familiarity with multimedia content creation (basic video editing visual design or audio narration).
• Proficiency in additional languages (especially Spanish or Ukrainian).

Why youll love it at Preply:

• An open collaborative dynamic and diverse culture;
• A generous monthly allowance for lessons on Learning & Development budget and time off for your self-development;
• A competitive financial package with equity leave allowance and health insurance;
• Not in Barcelona We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms;
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
• We do it for learners - For both Preply and tutors learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience we focus on simplicity smoothness and enjoyment continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals focus on what matters and utilize our resources efficiently.
• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories unlocking meaningful insights to guide our decisions.
• Growth mindset - We proactively seek growth opportunities and believe todays best performance becomes tomorrows starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar - We raise our performance standards continuously alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
• Challenge disagree and commit - We value open and candid communication even when we dont fully agree. We speak our minds challenge when necessary and fully commit to decisions once made.
• One Preply - We prioritize collaboration inclusion and the success of our team over personal ambitions. Together we support and celebrate each others progress.

Diversity Equity and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.

#LI-VL1

Required Experience:

Senior IC