Application Guide

How to Apply for Customer Experience Trainer & Quality Lead

at Too Good To Go

🏢 About Too Good To Go

Too Good To Go is a certified B Corp with a clear mission to reduce food waste through its app that connects consumers with surplus food from local businesses. Unlike typical tech companies, they combine technology with environmental impact, creating a purpose-driven workplace where employees directly contribute to solving a global problem. Working here means being part of a movement that's both commercially successful and environmentally meaningful.

About This Role

This Customer Experience Trainer & Quality Lead is a newly created global position responsible for establishing standardized training and quality frameworks across Too Good To Go's expanding CX operations worldwide. You'll be building systems from the ground up to elevate agent capabilities, develop team leads, and ensure consistent service quality as the company scales. This role directly impacts customer satisfaction and operational efficiency while supporting the company's mission-driven approach.

💡 A Day in the Life

You might start your day reviewing quality metrics from different regions, then collaborate with European counterparts to align on calibration standards. Afternoon could involve designing a new training module for an upcoming app feature, followed by coaching sessions with US team leads on performance management. You'd likely end the day analyzing knowledge base usage data to identify gaps in agent self-service resources.

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Interview Prep

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🎯 Who Too Good To Go Is Looking For

  • Has 3+ years experience designing and implementing curriculum-based training programs specifically for high-volume customer service environments
  • Demonstrates hands-on expertise with QA tools like Klaus and knowledge management systems like Zendesk Knowledge, not just theoretical knowledge
  • Can show proven success in developing coaching frameworks for team leads that improved both performance metrics and agent engagement
  • Possesses experience collaborating cross-functionally with operations and product teams to manage service changes and channel evolution

📝 Tips for Applying to Too Good To Go

1

Quantify your impact in previous roles using metrics like: 'Improved QA scores by X% through calibration routines' or 'Reduced training time by Y hours while maintaining effectiveness'

2

Highlight any experience with environmental/sustainability-focused companies or mission-driven organizations, as Too Good To Go values alignment with their purpose

3

Create a portfolio section showcasing training materials, QA frameworks, or knowledge base structures you've developed (attach as PDF or link)

4

Mention specific tools you've used (Klaus, Zendesk Knowledge, specific LMS platforms) rather than just saying 'experience with QA tools'

5

Tailor your resume to show progression from designing training to implementing quality systems to leading cross-functional initiatives - mirroring the job's scope

✉️ What to Emphasize in Your Cover Letter

["Your experience establishing new frameworks or standards in scaling organizations, specifically mentioning 'global' or 'multi-region' contexts", "How you've balanced operational excellence with agent empowerment in previous roles, connecting this to Too Good To Go's mission-driven culture", 'Specific examples of collaborating with operations and product teams to manage service changes or channel evolution', 'Your approach to making quality management data-driven while maintaining human-centered coaching and development']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Study Too Good To Go's B Corp certification and their specific environmental impact metrics (tons of food saved, CO2 emissions prevented)
  • → Research their expansion strategy in the US market and how customer experience might differ from their European operations
  • → Understand their business model - how they partner with restaurants, grocery stores, and other food businesses
  • → Look into their app's features and recent updates to understand the customer journey and potential pain points

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk us through how you would design and implement a Learning & Quality Framework specifically for a fast-scaling global CX organization
2 How would you approach knowledge management to ensure consistency across different regions while allowing for local adaptations?
3 Describe a time you had to balance standardization needs with regional operational differences in a quality program
4 How would you measure the success of your training programs beyond completion rates? What metrics would you track?
5 How do you see this role contributing to Too Good To Go's mission of reducing food waste through excellent customer experience?
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⚠️ Common Mistakes to Avoid

  • Focusing only on training experience without demonstrating quality management and process excellence capabilities
  • Presenting generic training approaches without showing how you'd adapt to a mission-driven, environmentally-focused company
  • Failing to demonstrate experience with the specific tools mentioned (Klaus, Zendesk Knowledge) or comparable platforms
  • Not showing understanding of how this global role would need to balance standardization with regional flexibility

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Too Good To Go!

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