Customer Experience Trainer & Quality Lead

Too Good To Go•Chicago, IL

18d•$95,000 - $105,000•Hybrid

About The Position

At Too Good To Go, we dream of a planet with no food waste. Imagine if there was something we could all change today that would reduce global warming by 10%. That’s how much food waste contributes to the climate crisis. We are on a mission to change that - are you with us? Our app connecting businesses with unsold food, and consumers willing to buy at a discounted rate has grown since 2016 to become the biggest in Europe, with over 132 Million users, and more than 512 million meals saved. We’re proud of what we’ve achieved so far, but we are just at the start of our journey. We are looking for a Customer Experience Trainer & Quality Lead based in Chicago - this person will shape and build the global CX learning and quality function, driving both strategic development and hands-on execution of initiatives across our CX organization. Your mission: As a newly defined global CX management position, it offers the opportunity to establish standards, elevate capabilities, and drive operational excellence across a fast-scaling global CX organization. Your role: This role combines leadership of CX learning programs (onboarding, development, coaching) with ownership of quality assurance (QA processes, calibration, continuous improvement and knowledge base governance). Beyond agent development, it focuses on coaching and enabling CX Team Leads, fostering stronger leadership and coaching capabilities across all markets.

Requirements

Experience in CX learning, training design, quality management, or process excellence
Proven expertise in building and delivering curriculum-based training programs in high-volume service environments
Strong command of QA methodologies, calibration, and agent feedback processes
Hands-on experience with LMS, QA, and KB tools (e.g. Klaus, Zendesk Knowledge)
Excellent facilitation, coaching, and communication skills
Fluent in English (written and spoken)
Proven experience in coaching and developing frontline leaders, alongside managing or mentoring others and leading cross-functional initiatives across regions

Responsibilities

Develop and implement an integrated Learning & Quality Framework tailored to the operational needs of the CX environment
Ensure CX agents at all levels are continuously supported through high-impact, well-designed learning programs
Provide structured coaching and leadership development for Team Leads, enabling them to drive performance and engagement.
Drive consistent QA standards, calibration routines, and data-driven quality improvement across regions
Lead knowledge management as a strategic enabler of service consistency and agent empowerment
Collaborate cross-functionally with Operations, OPEX, and Product teams to ensure readiness for service changes and channel evolution
Own and evolve the global CX onboarding and continuous learning programs, including e-learnings, virtual sessions, and coaching
Design and deliver skill-based development trainings
Lead and facilitate a "Train-the-Trainer" approach to empower Team Leads and deliver direct coaching and leadership development sessions for Team Leads (e.g., feedback delivery, performance management, change adoption).
Develop structured training curricula that align with CX priorities and are adaptable to different regions and learner needs
Measure learning impact using QA trends, agent feedback, and performance indicators (e.g. CSAT, productivity)
Lead the development and governance of QA processes and the CX quality scorecard
Facilitate monthly quality calibration meetings across all markets and stakeholder groups
Implement and manage Continuous Improvement Processes (e.g., Kaizen) with a focus on frontline performance
Partner with CX Operations/Frontline to ensure QA design aligns with evolving channels (e.g. chat, self-service)
Own configuration, data quality, and reporting in the QA tool (e.g. Klaus)
Use quality data to identify trends, inform coaching priorities, and improve customer experience
Own the structure, processes, governance, and development of the CX Knowledge Base (KB)
Ensure knowledge content is accurate, user-focused, and aligned with tone of voice standards
Drive KB adoption and usage across agents, ensuring it supports consistent and efficient service delivery
Collaborate with Product and Content teams to integrate product updates into knowledge workflows
Design KB structure to support both agent performance and scalable self-service outcomes
Serve as a strategic partner to CX leadership in defining learning and quality strategy
Use QA scores, CSAT, and FCR metrics to identify areas for training, coaching, and knowledge interventions
Foster a culture of learning, feedback, and continuous improvement across CX teams
Engage closely with Team Leads, Product Owners, and Content Owners to drive alignment
Act as a leadership coach to Team Leads, providing guidance and capability-building support to strengthen their effectiveness.

Benefits

Flexible Work & Time Off
Take 20 paid vacation days each year
Give back with paid volunteer time through our Shareback program
Take paid parental leave with top-up support
Wellbeing & Support
100% Employer paid health coverage options for employee (Includes medical EPO plan, dental, and vision)
Get support through our Employee Assistance Program (EAP), which includes mental health care, legal and financial advice, child and eldercare, and more
Stay active with monthly ClassPass credits and our bike mobility program
Plan for your future with a 401K, including an employer-matched contribution
Connection & Community
Join regular social events and team celebrations
Enjoy coffee and snacks in our welcoming office space
Get involved and connect with our teammates around the world in our P.R.I.D.E., Women in the Workplace, Global Majority Voices, and Functionally Diverse Employee Resource Groups (ERGs)