Customer Success Training & Quality Lead

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.

Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.

That’s all down to our passionate team of 250+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey.

The Role

We are looking for a Customer Success Trainer to educate our Success team conducting recurring training sessions and interactive coaching.

Customer Success Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new and tenured employees. If you’re familiar with teaching soft skills like negotiation and problem-solving, maybe this is the perfect opportunity for you!

What you’ll be doing

• Own onboarding and continuous training programs for Plum’s Customer Success agents
• Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
• Organize training sessions, workshops onsite and remotely, about product features and Support techniques
• Develop the quality assurance framework, scorecards and calibration processes
• Partner with Team Leads to support performance improvement and targeted coaching plans
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
• Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Continuously improve learning processes, support quality and knowledge management practices

What we’re looking for

• Have work experience as a Customer Success Trainer or similar role
• Previous experience leading or mentoring others 
• Experience building or running onboarding, coaching or QA programs
• Strong communication, facilitation and coaching skills
• Analytical mindset with the ability to identify trends and performance gaps using operational data
• Knowledge of Learning Management Software (LMS)
• Familiarity with interactive learning activities
• Excellent communication and presentation skills
• Additional certification in training is a plus
• Familiarity with AI-assisted support platforms, conversation analytics or workflow automation tools is a plus

We offer a compensation package consisting of base salary and equity, with compensation reviewed twice a year as part of our performance and growth framework.

The salary range for this position is:

€24,000–€32,000

Final compensation will be confirmed at the end of the hiring process and will be based on the level at which the candidate is assessed, taking into account their experience, expertise, and alignment with our internal competencies and leveling framework.

Plum Perks

• We're all in this together! Own part of the company through stock options 💷
• Private health insurance
• Annual training budget
• Plum Max subscription for yourself and Boost for 2 friends or family members
• Referral scheme: earn competitive rewards up to 4k
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches
• 25 days holiday + bank holidays
• 45 work-from-anywhere days: giving you the flexibility to work your way
• 2 weeks & 6 weeks sabbatical after 4 years and 8 years respectively to take the break you deserve
• Enhanced parental leave
• Wedding allowance
• 1 paid volunteering day annually
• Annual team trip: to a surprise destination!
• A fun, inclusive company culture (think 🦄🌈💯)

If this sounds like you, we’d love to hear from you!

Thanks,

Team Plum 💜

* Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.