Our Customer Support department is experiencing an important inflow of new knowledge related to new features, tools or services offered to our customers and employees. Our teams need to be trained on a regular basis in order to be at their best level of performance. For this reason, we are recruiting a Customer Support Training Manager.
Within the Customer Support department, your main role is to identify the training needs of its teams, understand the topics to build the training materials and pedagogical engineering. The training to be created will be in digital format (eLearning) and will be delivered with tools to measure the performance of the course, the level of retention or the skill level of the learners.
Your activities will lead you to interact with members of the Customer Support team but also with the referents of tools or services in the other departments of Believe.
Main activities :
Design, build and distribute e-Learning that meets the needs of the Customer Support teams : collect and analyze all elements necessary for the creation of a training project, define and build the training architecture, create all the tools and pedagogical supports
Measure the level of knowledge retention and performance of learners using quizzes, certifications and then report the relevant results to team managers
Use and manage the online training platform : 360Learning
Identify and assess the training needs of the Customer Support through job analysis, career paths and consultation with managers
Manage a training agenda for continuous training
Build and enrich the internal onboarding programs with the new training courses available
You build video tutorials on our tools and services for our customers
Define and build an onboarding path for our customers
To be successful in this position, our Support Training Manager will need to have an appetite for working in dynamic ecosystems, be able to adapt, evolve content and understand how to work with international teams.
3 years of experience in pedagogical engineering
Previous experience in digital learning, project management, performance management, management of an e-learning platform
You are bilingual French/English or have a very good written and spoken English in a professional environment
Great ability to listen and understand a need
Good communication skills, both written and oral
Knowledge of Customer Support will be a plus
Believe is committed to providing equal employment opportunities without regard to origin, sex, morals, sexual orientation, gender, age, marital status, pregnancy, political opinions, union activities, religious beliefs, physical appearance, family name, place of residence, health status, or disability.