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Airalo is the world's first eSIM store, helping millions of travelers access affordable mobile data in 200+ countries. The company is fully remote, with 400+ people across 60+ countries, and is looking for a Training Specialist to design, develop, and deliver training programs for internal support teams and vendor partners.
In this role, you will:
- Design and develop training programs, refreshers, onboarding modules, job aids, and assessments for internal support teams and vendor partners
- Convert complex workflows, SOPs, and product changes into clear, practical, learner-friendly materials
- Maintain version control and change logs for assigned training materials, keeping them accurate as processes and policies evolve
- Facilitate training sessions, onboarding programs, and practice-based learning activities using ticket simulations, scenario exercises, observations, and knowledge checks
- Provide direct coaching and actionable feedback to agents and vendor trainers
- Participate in Train-the-Trainer (TTT) sessions to prepare vendor trainers to deliver Airalo training accurately
- Support new vendor onboarding by contributing training materials and delivery support
- Observe vendor-led refresher training and document feedback on delivery quality
- Use QA findings, CSAT signals, ticket trends, and stakeholder input to identify training gaps
- Review training results and post-training performance signals to identify where learners are struggling and whether training is being applied effectively
- Coordinate logistics, timelines, attendance, and materials for assigned programs
- Use tools such as Genially, Google AI Studio, and Google Apps Script to improve training quality and efficiency
- Escalate decisions with broader business impact to your manager rather than acting independently
Requirements:
- Proven hands-on experience in a training or learning design role, preferably in a customer support environment (not entry-level)
- Ability to facilitate, coach, observe, and give actionable feedback with confidence
- Strong understanding of instructional design principles and adult learning theory
- Excellent facilitation, coaching, observation, and presentation skills, including remote delivery
- Ability to create clear, practical training materials that people can apply in production
- Clear written and verbal communication, with ability to adapt to different audiences
- Comfortable working within defined scope and escalating decisions appropriately
- Organized, reliable, and consistent in follow-through
- Advanced English proficiency
- Proven ability to learn new processes quickly and translate operational context into training
Nice to haves:
- Prior experience in telecommunications or eSIM environments
- Knowledge of GSMA-related technologies and services
- Familiarity with Zendesk or similar support tools
- Experience with learning tools such as Genially or Google AI Studio
- Availability to work in shifts
