Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.

Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.

That’s all down to our passionate team of 250+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey.

The Role

We are looking for a Customer Success Trainer to educate our Success team conducting recurring training sessions and interactive coaching.

Customer Success Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new and tenured employees. If you’re familiar with teaching soft skills like negotiation and problem-solving, maybe this is the perfect opportunity for you!

What you’ll be doing

Own onboarding and continuous training programs for Plum’s Customer Success agents
Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
Organize training sessions, workshops onsite and remotely, about product features and Support techniques
Develop the quality assurance framework, scorecards and calibration processes
Partner with Team Leads to support performance improvement and targeted coaching plans
Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
Schedule regular training sessions (e.g. monthly or quarterly)
Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
Continuously improve learning processes, support quality and knowledge management practices

What we’re looking for

Have work experience as a Customer Success Trainer or similar role
Previous experience leading or mentoring others
Experience building or running onboarding, coaching or QA programs
Strong communication, facilitation and coaching skills
Analytical mindset with the ability to identify trends and performance gaps using operational data
Knowledge of Learning Management Software (LMS)
Familiarity with interactive learning activities
Excellent communication and presentation skills
Additional certification in training is a plus
Familiarity with AI-assisted support platforms, conversation analytics or workflow automation tools is a plus

Plum Perks

We're all in this together! Own part of the company through stock options 💷
Private health insurance
Annual training budget
Plum Max subscription for yourself and Boost for 2 friends or family members
Referral scheme: earn competitive rewards up to 4k
Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
Team breakfasts and team lunches
25 days holiday + bank holidays
45 work-from-anywhere days: giving you the flexibility to work your way
2 weeks & 6 weeks sabbatical after 4 years and 8 years respectively to take the break you deserve
Enhanced parental leave
Wedding allowance
1 paid volunteering day annually
Annual team trip: to a surprise destination!
A fun, inclusive company culture (think 🦄🌈💯)

If this sounds like you, we’d love to hear from you!

Thanks,

Team Plum 💜

* Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.

Customer Success Training & Quality Lead