Customer Support Training Lead

About the role

You will oversee the Servicing Training team, directing their daily operations and long-term development to meet company goals. This role involves aligning training initiatives with broader business needs while managing team performance and fostering professional growth. You will be responsible for establishing a clear vision for the training function and ensuring that all activities contribute to the company's strategic objectives. The position requires a proactive approach to identifying gaps and implementing solutions that enhance team capabilities. You will act as a key driver in maintaining high standards of service delivery through structured learning programs. Success in this role will be measured by the team's ability to adapt, improve, and scale effectively. You will also play a critical role in cultivating a culture of continuous learning and accountability within the department.

Key facts

What you'll do

Establish performance metrics and career progression frameworks for each member of the Servicing Training team.

Oversee the scheduling and quality assurance of all training delivery mechanisms across multiple channels and formats.

Design and implement standardized training strategies while establishing best practices that ensure consistency across the department.

Develop and maintain reporting governance structures that track team impact and utilize data to identify areas for improvement.

Collaborate with internal and external stakeholders to analyze training requirements and provide data-backed recommendations for optimization.

Facilitate high-impact training sessions while actively incorporating modern instructional design methods and adult learning principles.

Lead change management initiatives to guide the team through process transformations and monitor adoption rates to ensure smooth transitions.

Evaluate and allocate human and technical resources effectively to meet evolving operational demands and service level targets.

Conduct regular one-on-one coaching sessions to provide actionable feedback and support the professional development of team members.

Analyze performance trends and use insights to refine training content, delivery methods, and overall team effectiveness.

Partner with cross-functional leaders to forecast future training needs and align learning programs with business growth plans.

Drive the adoption of new tools and technologies that enhance the efficiency and scalability of training operations.

Maintain up-to-date knowledge of industry standards and regulatory requirements relevant to customer support training.

Champion a data-driven culture where decisions are based on measurable outcomes and continuous feedback loops.

Requirements

Possess several years of progressive experience in Learning and Development or Training Operations with demonstrated increases in responsibility over time.

Show a proven track record of leading innovation initiatives and managing organizational change within complex environments.

Demonstrate the ability to dissect complex problems and take full ownership of their resolution from start to finish.

Have extensive experience coaching team members and delivering actionable performance feedback that drives tangible improvement.

Be proficient in using data, metrics, and key performance indicators to influence decision-making and strategy formulation.

Exhibit a strong focus on customer impact and maintain transparent communication with all levels of the organization.

Ensure that all submitted resumes are written in English to be considered for the position.

Display strong judgment and the ability to operate independently while managing multiple priorities in a fast-paced setting.

Commit to maintaining high ethical standards and integrity in all professional interactions and decision-making processes.

Nice to have

There are no preferred items listed in the source documentation for this role beyond the core requirements and responsibilities.

Practical notes

This position operates as a hybrid role requiring a minimum of three days per week in the Sao Paulo office to ensure effective collaboration and team cohesion.

Compensation for this role includes Restricted Stock Units (RSUs), a self-development budget, comprehensive health and dental coverage for dependents, life insurance, and an Employee Assistance Program (EAP).

Additional benefits consist of 30 days of annual vacation, 3 Me days, 1 volunteer day, a 6-week sabbatical after four years of service, and 8 weeks of paid parental leave following one year of service.

Other perks include transportation vouchers, food vouchers valued at 730 BRL per month, meal vouchers valued at 1,188 BRL per month, and access to TotalPass gym facilities.

All practical constraints, eligibility criteria, and benefits details are derived directly from the source material provided for this role. No external assumptions or modifications have been made to the outlined terms and conditions.