[Hiring] Training Specialist @Airalo

Role Description

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:

• Translate SOP changes, QA findings, workflow updates, and product launches into practical training.
• Facilitate, coach, observe delivery, and work directly with agents and vendor trainers.
• Responsible for the quality of the training you develop and deliver.
• Keep your manager informed to help them make decisions 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.
• Provide direct coaching and actionable feedback to agents and vendor trainers.
• Use practical methods such as ticket simulations, scenario exercises, observations, and knowledge checks.
• Capture recurring learner confusion and escalate patterns to your manager.
• Participate in Train-the-Trainer (TTT) sessions to help prepare vendor trainers.
• Support new vendor onboarding by contributing training materials and delivery support.
• Observe vendor-led refresher training and document feedback on delivery quality.
• Share observations and follow-up needs with your manager.
• Use QA findings, CSAT signals, ticket trends, and stakeholder input to identify training gaps.
• 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.
• Bring clear findings and practical recommendations to your 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.
• Use tools such as Genially, Google AI Studio, and Google Apps Script to improve training materials.
• Apply technology within the standards and guardrails your manager has set.

Qualifications

• Proven ability to learn new processes quickly and translate them into training.
• Proven hands-on experience in a training or learning design role, preferably in a customer support environment.
• 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.
• Clear written and verbal communication, adaptable to different audiences.
• Comfortable working within defined scope and escalating decisions.
• 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.

Benefits

• Learn more about our benefits here .

Salary Information

This role is remote and open to candidates across our supported locations in Europe. The salary range reflects the full salary range for this role:

• 📍 Philippines: ₱1,092,400 – ₱1,638,600

Before You Hit Apply

By applying, you acknowledge and agree that, in case of successful application, Airalo may request to run background checks as a condition for entering into an agreement with you. Rest assured that these checks will only occur upon your prior consent and at the end of the selection process.

Airalo is an equal-opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.