Customer Service Trainer

Inclusion at Bumble Inc:We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, and individuals with disabilities to apply. Bumble is an equal opportunity employer and welcomes everyone to our team.

If you need reasonable adjustments at any point in the application or interview process, please let us know.

Working across all Bumble Inc products, the Customer Service Trainer will be supporting the Training & Knowledge Manager to ensure frontline customer experience representatives and content moderators have the right knowledge, at the right time, to provide excellent and accurate service to our members. 
This role will be based in Austin, Texas reporting to the Learning and Development Lead, and is not currently eligible for sponsorship.

What You'll Do:

• Co-ordinate and facilitate a wide-range of training across email, social, and content moderation teams, both internally and within our BPO partner 
• Create a wide-range of training content, using modes including e-learning, AI videos, slide decks, and contact simulators, using tools such as Articulate 360 and Synthesia 
• Maintain training records, including matrices, knowledge check results, and content version control logs 
• Create and maintain knowledge materials, including process visualisations and knowledge base articles
• Suggest and drive ways to create a learning culture through the Customer Experience team, driving learner engagement as high as possible

Required Experience & Skills:

• 2+ years in a customer service environment
• 1+ years training experience with primarily virtual delivery 
• Experience delivering training to content moderation teams around sensitive content (potentially harmful, offensive, upsetting or inappropriate)
• Experience using authoring tools including Articulate 360
• Exceptional written and verbal communication skills

Who You Are:

• You are passionate about providing world-class customer support
• You have a critical eye for detail, particularly in relation to training content
• You are an engaging facilitator, with the ability to capture the attention of wide-ranging audiences 
• You are able to multitask and manage competing priorities without getting overwhelmed
• You are flexible, self-motivated, dedicated, and hard-working
• You have very strong people skills
• You have a positive approach together with a willingness to learn
• You are deeply passionate about Bumble Inc’s vision and values

$56,000 - $67,000 a yearBase Compensation Range: $56,000 - $67,000. For base compensation, we set standard ranges for all roles based on function, level, and geographic location. This position is also typically eligible to participate in our short- and long-term incentive programs. Benefits include Medical, Dental, Vision, 401(k) match, Unlimited Paid Time Off Policy.About Us:Bumble Inc. is the parent company of Bumble, Badoo, Fruitz and Official. The Bumble platform enables people to build healthy and equitable relationships, through kind connections. Founded by CEO Whitney Wolfe Herd in 2014, Bumble was one of the first dating apps built with women at the center and connects people across dating (Bumble Date), friendship (Bumble BFF) and professional networking (Bumble Bizz). Badoo, which was founded in 2006, is one of the pioneers of web and mobile dating products. Fruitz, founded in 2017, encourages open and honest communication of dating intentions through playful fruit metaphors. Official is an app for couples that promotes open and honest communication between partners and was founded in 2020.Apply for this job