Training Specialist

As a Training Specialist on the Support Operations team, you design, develop, and deliver training that keeps our internal support teams and vendor partners informed, skilled, and ready for production. Your work sits at the intersection of Support operations and learning design: you translate SOP changes, QA findings, workflow updates, and product launches into practical training that agents and vendor trainers can apply immediately.

This is a hands-on training role: you are expected to be comfortable facilitating, coaching, observing delivery, and working directly with agents and vendor trainers-not only creating materials. You are responsible for the quality of the training you develop and deliver, and for keeping your manager informed so they can make decisions, remove blockers, and connect your work to broader business priorities.

What you'll do

• 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.
• Keep assigned training materials accurate and up to date as processes, tools, and policies change.
• Maintain version control and change logs for materials you own.
• Facilitate training sessions, onboarding programs, and practice-based learning activities for internal and vendor audiences, providing direct coaching and actionable feedback to agents and vendor trainers.
• Use practical methods such as ticket simulations, scenario exercises, observations, and knowledge checks to build confidence and support application in production-not just comprehension.
• Capture recurring learner confusion and escalate patterns to your manager rather than resolving systemic issues independently.
• Participate in Train-the-Trainer (TTT) sessions to help 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 against agreed standards.
• Share observations and follow-up needs with your manager; decisions on remediation or certification sit with the Training Manager.
• Use QA findings, CSAT signals, ticket trends, and stakeholder input to identify training gaps for the areas you are assigned.
• Confirm with your manager whether the identified need calls for training, a job aid, an SOP update, or a different intervention.
• Review training results and post-training performance signals-including learner feedback, QA findings, assessment trends, production performance, and direct observations-to identify where learners are struggling and whether the training is being applied effectively.
• Bring clear findings and practical recommendations to your manager; final decisions on broader interventions, remediation, or process changes remain with the manager.
• Coordinate logistics, timelines, attendance, and materials with the teams involved in your assigned programs.
• Share clear updates on progress, readiness, and blockers with relevant stakeholders.
• Escalate conflicting inputs, unclear priorities, or decisions with broader business impact to your manager before acting.
• Use tools such as Genially, Google AI Studio, and Google Apps Script to improve the quality and efficiency of training materials where appropriate.
• Apply technology within the standards and guardrails your manager has set; flag new tool ideas for review before adopting them.

What you'll bring:

• Proven ability to learn new processes quickly, absorb operational context, and translate it into training others can apply immediately.
• Proven hands-on experience in a training or learning design role, preferably in a customer support environment. This is not an entry-level transition into training; you should already be able 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 the ability to adapt to different audiences.
• Comfortable working within defined scope and escalating decisions rather than acting independently on things that affect broader operations.
• Organised, reliable, and consistent in follow-through.
• Advanced English.

Nice To Haves:

• Prior experience in a telecommunications or eSIM-related environment.
• Knowledge of GSMA-related technologies and services.
• Familiarity with Zendesk or similar support tools.
• Experience with learning tools such as Genially, Google AI Studio, or similar.
• Availability to work in shifts.