Trainer – Customer Support & Phone Teams

Trainer, Customer Support & Phone Teams

North Macedonia 

We believe independent restaurants deserve the same advantages as big chains without giving up their independence.

Ilir Sela started Slice in his family’s pizzerias, where he saw firsthand what it takes to run a local shop. Now we’re taking everything we’ve learned beyond pizza, to taquerias, delis, burger joints, and other neighborhood staples.

We put technology, marketing, buying power, and support to work for more than 15,000 restaurants, so owners spend less time on admin, marketing, and order management and more time growing their business. They remain independent, but never alone.

We’re growing our team to help bring this next chapter to life. That’s where you come in.

The Challenge to Solve:

The Customer Support and Phone trainer at Slice is responsible for onboarding, developing, and empowering customer support and phone team members. You will ensure that training sessions are designed to be impactful, engaging, and effective. The goal is to expand employee skills, abilities, knowledge, and understanding of their role and of company policies and procedures. You will focus on getting new team members up to speed, as well improving the language, technical, and business knowledge and skills of all team members.

The Role

You will create and execute a new employee training program, develop and maintain the team’s training manual and records and identify areas of improvement by creating data driven assessments. You will also implement existing and new job training to ensure all employees are fully informed and trained on existing processes, while documenting process changes. This role focuses on implementing new training programs as identified by the business leaders as well as maintaining knowledge of all programs within the customer service organization. Ultimately, you will review surveys and quality assurance scores to monitor and analyze training effectiveness while ensuring all training programs are results oriented.

The Team

You will work closely with the Team Leads, Managers and Directors to create and execute a new hire training process. You will also take a hands-on approach to coach and improve employee verbal and written skills with the team members leader as part of developing the team members ability to service customers and growth

The Winning recipe:

• Excellent English verbal and written communication skills 
• 3+ year coaching and or training experience in a high paced contact center environment 
• Ability to lead training sessions in person or virtually- sessions can be hour long or over a month duration- must be able to engage the learners to successfully complete sessions
• Experience in creating tests to evaluate knowledge level and ability to analyze data to make decisions
• Must be able to travel to all Slice Customer Support offices in MK, and BPO locations  (must have a passport and or travel document  or have the ability to obtain one)  
• Experience with leading a team within the Customer Support or Phone team is preferred
• Demonstrated leadership capabilities, with the ability to coach, develop, and motivate a team
• Collaborate effectively with team members, managers, and leadership 
• Stellar time management skills with the ability to recognize and focus on high priority tasks, multitask and  handle requests from different teams
• Positive and friendly day-to-day mindset

The Extras:

Working at Slice comes with a comprehensive set of benefits, but here are some of the unexpected highlights:

• A team obsessed with ping pong tournaments, pizza Fridays and summer parties!
• Wellbeing + learning and development program

The Hiring Process

You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change.

• Application
• 30 minute introductory recruiter meeting
• Two 30 minute peer interviews
• Final Interview
• Offer