Descripción de la oferta
We power people’s progress.
At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.
Meet the team!
Welcome to Preply’s Customer Care squad – the driving force behind delivering exceptional support experiences for our global community of learners and tutors.
We’re not just a support team; we’re performance‑driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer care agents have the tools, guidance, and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents’ growth, enhancing their skills, and creating an environment of continuous improvement, we empower them to deliver outstanding service every day.
At Preply, we stelieve the success of Miami learners and tutors starts with the success of us team. If you’re passionate about driving agent performance, and creating impactful change, this is the role for you!What you’ll be doing:
As a Training Specialist, you will be responsible for designing, creating, and maintaining high-quality learning content that drives agent performance and confidence. While you will support live training delivery, the majority of your impact will come through building scalable, data‑driven learning experiences tailored to the needs of a fast‑moving support team.
Your key responsibilities will include:
Instructional Design & Content Development (40%)
Design and build engaging, effective, and inclusive asynchronous training resources (e.gδιο e‑learning modules, knowledge base articles, microlearning content, guides, and videos) to support onboarding and ongoing development of agents and team leads.
Apply instructional design principles to transform complex concepts into clear and compelling learning experiences for a global support audience.
Partner with Subject Matter Experts (SMEs) and QA Specialists to translate operational knowledge and audit insights into performance‑enhancing content.
Build and manage learning journeys using our LMS and knowledge base, ensuring consistency, accessibility, and up‑to‑date information across all learning touchpoints.
Monitor and evaluate content effectiveness through data, feedback, and testing to ensure learning solutions deliver measurable improvements in performance.
Continuously improve content based on quality reviews, agent feedback, performance trends, and product or process changes.
Knowledge Base Management & Optimization (40%)
Regularly audit and maintain the knowledge base to ensure accuracy, relevance, and up‑to‑date information,trees or updating outdated content.
Develop and enforce content guidelines, style guides, and quality assurance processes for all knowledge base articles to ensure clarity, consistency, and adherence to best practices.
Optimize knowledge base structure, search functionality, and tagging to enhance content discoverability and agent efficiency in finding information.
Establish a clear process for prioritizing new knowledge base content development and updates based on business needs, agent feedback, and performance data, and manage content lifecycle.
Training Delivery (20%)
Deliver select training sessions (live or virtual), especially during onboarding or rollout of major new زهﻼـ
