Customer Experience Trainer & Quality Lead

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.

• 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

This role helps reduce food waste by ensuring excellent customer experience for Too Good To Go's app users, which connects businesses with unsold food and consumers, contributing to the organization's mission of fighting climate change through food waste reduction.

• 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

• Flexible Work & Time Off: Take 20 paid vacation days each year, give back with paid volunteer time through 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), Employee Assistance Program (EAP) including mental health care, legal and financial advice, child and eldercare, monthly ClassPass credits, bike mobility program, 401K with employer-matched contribution
• Connection & Community: Regular social events and team celebrations, coffee and snacks in office, Employee Resource Groups (ERGs) including P.R.I.D.E., Women in the Workplace, Global Majority Voices, and Functionally Diverse
• Salary: $95,000 - $105,000 annual base salary

Too Good To Go is on a mission to fight food waste and climate change through an app that connects businesses with unsold food to consumers at discounted rates, having saved over 512 million meals across Europe with 132 million users.