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About the Role

We are building our Quality & Training team in Customer Care and are looking for an experienced Trainer to help shape it from the beginning. You will develop a modular blended learning program including e-learnings, live trainings, and individual coaching for our 1st and 2nd level agents. Your ideas and input are highly valued as much of this is being created for the first time. If you are passionate about training, coaching, and service quality, this role is for you.

Responsibilities

Conceive, create, and conduct group trainings and actively contribute to the development of our new modular training program, covering topics from communication skills to de-escalation.
Support agents in individual coaching sessions to enhance their service quality and maximize their potential.
Produce interactive e-learnings using our authoring tool for flexible learning outside of training hours.
Conduct monthly quality checks, share results with the Quality & Training team and Customer Care Team Leads, and identify process and knowledge gaps.
Analyze quality metrics (e.g., CSAT, Quality Score) and derive targeted training and coaching measures.
Contribute own ideas for projects to further develop quality standards and implement them with the team, including the use of AI tools in training and quality assurance.
Occasionally handle tickets to stay informed about customer needs and expectations.
Maintain a positive atmosphere in the Customer Care team with a high level of job satisfaction and team spirit.

Requirements

Professional experience in Training & Quality, ideally in Customer Care/Customer Service (e.g., as a Trainer, Coach, or Quality Specialist).
Proficiency in conceiving, conducting, and following up on group trainings and individual coaching sessions; ideally with onboarding experience.
Familiarity with e-learning tools and customer service software (ticketing systems).
Understanding of KPIs such as CSAT, Quality Score, or AHT, and the ability to translate metrics into training measures.
Strong communication skills, both verbal in front of groups and written for training materials and e-learnings.
Structured and independent work style, with the ability to quickly grasp complex processes in a dynamic environment and adapt workflows pragmatically.
Empathetic and respectful interaction with colleagues, providing feedback in a valuable and clear manner.
Fluent German and English (C1) language skills.
Curiosity about AI tools and willingness to use them in training and quality assurance.
Experience with QA tools and in larger customer care teams.
Experience in standardizing and documenting processes.

Skills

Training
Coaching
Quality Assurance
E-learning development
Blended learning
KPI analysis
Customer service software
Ticketing systems
AI tools
Communication
Process standardization
Process documentation

Location

Berlin

Work Type

Hybrid
Full-time

Experience Level

Experienced

Salary/Compensations

€3,500–€4,000 gross/month, depending on experience

Benefits

Pension plan
Monthly MILES credits or Deutschlandticket
Subsidized Urban Sports Club membership
Access to Corporate Benefits platform
Latest technology and ergonomic workstation
Personal development through knowledge sharing and training
Fresh coffee, drinks, fruit, snacks, and lunch during All-Hands meetings
Contribution of a portion of revenue to regional and social projects

About the Company

MILES Values to Win form the basis of our daily work and connect us as a team, describing how we interact with each other and our customers.
Passion: Be yourself, have fun, and stand behind what you do.
Ownership: Commit to the best solutions and surprise yourself.
Resourcefulness: Be pragmatic and use what we have first.
Curiosity: Question the status quo and be open to adapting it.
Support: Support each other and proactively ask for help.
Empathy: Always put yourself in the situation of others.
We are the leading car-sharing provider in Germany, also offering car subscriptions.
A portion of our revenue flows into regional and social projects.
At MILES, we believe in a world where mobility is shared, sustainable, and accessible to all.
We create an alternative to private car ownership, reduce the number of vehicles on the road, and contribute positively to urban life.
Join our diverse team, uniting people from over 80 countries with diverse experiences and ideas.

Equal Opportunity

Become part of our diverse team – the company language is English.