Wahooligan Experience Trainer

Department:

Wahooligan Experience Location:

Wahoo's Atlanta or London Office (in-office) Reports to: Wahooligan Experience Supervisor We are seeking an experienced and motivated Wahooligan Experience Trainer to develop, deliver, and continuously improve training programs for our customer service team. This role is responsible for onboarding new hires, enhancing product and service knowledge, strengthening communication skills, and ensuring consistent, high-quality customer experiences. The ideal candidate is passionate about coaching others, driving performance improvement, and fostering a culture of excellence. What You'll Do Design, develop, and deliver engaging training programs for new hires and existing customer service representatives Conduct onboarding sessions covering policies, systems, products, and customer experience standards Facilitate workshops focused on communication skills, conflict resolution, problem-solving, and service excellence Monitor and evaluate employee performance to identify skill gaps and training needs Provide one-on-one coaching and feedback to improve individual and team performance Collaborate with management to align training initiatives with business goals and KPIs Collaborate with Subject Matter Experts, Product Management, WX Systems Admin, and QA to ensure digestible training materials support product releases & change Develop training materials, manuals, e-learning modules, and job aids Track training effectiveness through assessments, surveys, and performance metrics Stay current with industry best practices and customer service trends Support Quality Assurance initiatives and continuous improvement efforts What We're Looking For 2-5+ years of experience in customer service, training, or team leadership Proven experience designing and delivering training programs Strong presentation and facilitation skills Excellent interpersonal and communication abilities Experience with CRM systems and customer service tools Ability to analyze performance data and translate insights into training strategies Key Competencies Coaching and mentoring Performance management Emotional intelligence Organizational and time management skills Adaptability and a continuous learning mindset Collaboration and teamwork Performance Metrics Speed to Proficiency for onboarding agents In partnership with Sr. Leadership Internal Quality Score Post-90 Days Ongoing escalation support Updated quarterly, based on product rollout Training completion and assessment scores Attendance Rate ~90% Pass Rate (New Hire & Continuous Education modules) Employee engagement and retention rates Pulse survey/feedback for trainer