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Fiverr is seeking an experienced Knowledge and Training Specialist with a Customer Success Management background to join the Customer Care team. This role focuses on leading onboarding and continuous training programs for Customer Success Managers (CSMs) and Customer Care agents, while developing scalable knowledge solutions aligned with business objectives.
Key Responsibilities:
- Design and deliver onboarding programs for CSMs and Customer Care agents
- Develop and maintain continuous training curricula that enhance team capabilities
- Create scalable knowledge solutions and documentation systems
- Collaborate with leadership to identify organizational knowledge gaps
- Design training programs that improve service quality, customer retention, and engagement
- Monitor training effectiveness and iterate on programs based on feedback and performance metrics
- Support operational excellence across the Customer Care function
This is an opportunity to make a direct impact on team development and customer experience by building the knowledge infrastructure that enables high-performing support teams. You'll work closely with leadership and cross-functional stakeholders to ensure training aligns with business goals and evolving customer needs.
Requirements:
- Proven background in Customer Success Management
- Experience designing and delivering training programs
- Demonstrated ability to develop scalable knowledge solutions
- Strong collaboration and communication skills
- Passion for empowering teams and enhancing customer experiences
