Customer Success Trainer (ES&FR)

Your career as CS L&D Trainer at Booksy will give you the opportunity to be the learning engine powering our frontline Customer Success teams. You’ll design, develop, and deliver training programs that accelerate agent proficiency, embed quality standards, and equip our teams with the knowledge and skills to deliver world-class service at scale.

This role sits at the intersection of training, performance, and continuous improvement. Reporting to the CS Learning & Development Manager, you’ll join a passionate team committed to providing the best service to our customers. You won’t just facilitate sessions; you’ll own new hire onboarding end-to-end and translate performance data into targeted learning interventions to ensure every agent is set up to succeed from day one.

What you will do:

• Design and own learning programs. Including live virtual sessions, e-learning modules and process guides. Leverage AI tools to accelerate content creation, generate first drafts and build personalized learning materials at scale. Administer LinkedIn Learning: manage course assignments, learner tracking, and program reporting.
• Facilitate onboarding and continuing education sessions covering product knowledge, troubleshooting, customer experience, and soft skills.
• Track training effectiveness through post-training assessments, performance data, and learner progress metrics. Identify skill gaps and proactively design learning interventions to close them.
• Partner with the Knowledge Base Manager to keep internal documentation, SOPs, and training reference materials accurate and up to date. Ensure agents always have access to the right information at the right moment.
• Work with product experts, operations, and CS leadership to keep training content aligned with evolving products, processes, and business priorities. Act as the go-to learning partner for frontline teams and their managers.

Requirements:
To succeed in this role, you’ll need:

• Proven experience as a corporate trainer or in a similar role, ideally in a fast-paced SaaS or tech environment; a background in customer success or service is a strong plus.
• Proficiency in instructional design principles and adult learning theories, with experience building both synchronous and asynchronous content (e-learning modules, video, knowledge bases) for diverse learning styles.
• Hands-on experience with LinkedIn Learning or a similar LMS, content authoring tools (e.g. Articulate Rise, Storyline), and video or screen recording tools (e.g. Loom, Camtasia).
• Experience using AI tools to accelerate training development and content creation (e.g. Claude, ChatGPT, Synthesia, or similar). You treat AI as a force multiplier, not a shortcut.
• Strong virtual facilitation skills and the ability to give constructive, individual feedback. You know how to run a session that keeps people engaged.
• Comfortable using performance data and training metrics to evaluate effectiveness and prioritize where to focus next.
• Highly organized, with the ability to manage multiple programs and priorities simultaneously in a dynamic, remote environment.
• Self-motivated and proactive, able to operate independently and take initiative without waiting to be directed.
• Full professional proficiency in both English and Spanish, as you will be communicating with our global teams and local markets.
• Bonus points if you speak French! It’s not a deal-breaker, but it’ll definitely help you stand out as we support our growing international teams.
• Knowledge of the beauty industry (this is a strong plus for our team).

Benefits:
Some of the benefits we offer in Spain are:

• Medical + dental insurance paid for by the company.
• Your birthday day off.
• 50 € per month to use on Booksy services.
• Wellness platform where you can do daily activities of all kinds and redeem vouchers at clothing, home, music, cinema, games, experiences and travel shops.
• Access to psychologist sessions.
• Flexible remuneration: Personal income tax savings to use on restaurant card, transport, medical insurance, childcare, training and discounts on other services.
• We're proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote - either works. All we ask is that you're based in the country/region this role is advertised in.

A bit about Booksy:

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you.

How AI helps us find great people

Think of our AI tool as a really smart assistant for our recruitment team. Its job? To help us move faster, stay consistent, and make sure no great candidates are overlooked.Every application goes through the same AI review to help us spot skills that match the role - but don’t worry, AI never makes the decisions. Real people do. Our recruiters and hiring managers handle every final call. And we regularly review how the tool is used to keep things fair, ethical, and compliant with data protection laws. Curious about how it works? You can always ask how AI was used in your application - it won’t affect your chances in any way. If you have questions, just drop us a note - we’re happy to explain more.

Please submit your application for this role in English