Customer Service Learning Manager
QuinceSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Customer Experience Trainer & Quality Lead at Too Good To Go
Chicago, Illinois, United States
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Food Waste Reduction, Sustainability, TechnologyIndustries
Requirements
- Experience in shaping and building global CX learning and quality functions
- Ability to drive strategic development and hands-on execution of CX initiatives
- Expertise in leadership of CX learning programs (onboarding, development, coaching)
- Ownership experience in quality assurance (QA processes, calibration, continuous improvement, knowledge base governance)
- Skills in coaching and enabling CX Team Leads to foster leadership capabilities
- Proficiency in cross-functional collaboration with Operations, OPEX, and Product teams
Responsibilities
- Develop and implement an integrated Learning & Quality Framework tailored to CX operational needs
- Ensure CX agents are supported through high-impact learning programs
- Provide structured coaching and leadership development for Team Leads
- Drive consistent QA standards, calibration routines, and data-driven quality improvement across regions
- Lead knowledge management for service consistency and agent empowerment
- Collaborate cross-functionally with Operations, OPEX, and Product teams for service changes and channel evolution
- Own and evolve global CX onboarding and continuous learning programs (e-learnings, virtual sessions, coaching)
- Design and deliver skill-based development trainings
- Lead "Train-the-Trainer" approach, empower Team Leads, and deliver coaching sessions (feedback, performance management, change adoption)
- Develop structured training curricula aligned with CX priorities, adaptable to regions and learner needs
- Measure learning impact using QA trends, agent feedback, and performance indicators (CSAT, productivity)
- Lead development and governance of QA processes and CX quality scorecard
- Facilitate monthly quality calibration meetings across markets and stakeholders
- Implement and manage Continuous Improvement Processes (e.g., Kaizen) focused on frontline performance
- Partner with CX Operations/Frontline to align QA with evolving channels (chat, self-service)
- Own configuration, data quality, and reporting in QA tools (e.g., Klaus)
- Use quality data to identify trends, inform coaching, and improve customer experience
- Own structure, processes, governance, and development of CX Knowledge Base (KB)
- Ensure KB content is accurate, user-focused, and aligned with tone of voice standards
- Drive KB adoption and usage for consistent, efficient service delivery
- Collaborate with Product and Content teams to integrate product updates into knowledge workflows
- Design KB structure to support agent performance and scalable self-service
Skills
Customer Experience
Training
Quality Assurance
Coaching
Leadership Development
Onboarding
Knowledge Management
QA Calibration
Performance Management
Operational Excellence
Too Good To Go
Mobile app for purchasing surplus food
About Too Good To Go
Too Good To Go focuses on reducing food waste by connecting consumers with local stores and restaurants through a mobile app. The app allows users to purchase surplus food at discounted prices, making it an affordable option for meals while helping businesses minimize waste and generate revenue from unsold inventory. The company operates on a commission-based model, earning a fee for each transaction made through its platform. This not only benefits consumers and businesses economically but also has a positive environmental impact by reducing food waste. With a global presence, Too Good To Go serves a diverse clientele across Europe and North America, enhancing visibility for participating businesses and attracting new customers.
Copenhagen, DenmarkHeadquarters
2016Year Founded
$73.2MTotal Funding
CONVERTIBLECompany Stage
Food & Agriculture, Consumer SoftwareIndustries
1,001-5,000Employees
Benefits
Health Insurance
Hybrid Work Options
Paid Vacation
Unlimited Paid Time Off
Risks
Increased competition from startups like SIRPLUS entering the market.
Economic pressures may lead consumers to prioritize cheaper alternatives.
Potential burnout in the startup environment could impact productivity.
Differentiation
Too Good To Go partners with major retailers like Whole Foods Market.
The app offers a unique commission-based model benefiting both consumers and businesses.
It leverages AI to optimize food management and reduce waste.
Upsides
Collaborations with Whole Foods expand its reach in the U.S. market.
AI solutions enhance operational efficiency and profitability.
Growing consumer interest in sustainability boosts demand for its services.
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