At a Glance
- Tasks: Lead training sessions and develop materials for our Customer Success team.
- Company: Join Plum, a smart saving and investing app with over 2 million users.
- Benefits: Competitive salary, stock options, private health insurance, and flexible remote work.
- Other info: Enjoy a fun, inclusive culture with opportunities for growth and sabbaticals.
- Why this job: Make a real impact by empowering others to succeed in customer success.
- Qualifications: Experience in training or mentoring, strong communication skills, and analytical mindset.
The predicted salary is between 24000 - 32000 £ per year.
Hey!
We’re Plum, your smart saving and investing app on a mission to help grow money for life.
Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.
Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum!
As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.
That’s all down to our passionate team of 250+ Plumsters, who work around Europe to help us achieve our mission.
And now we’re looking for more brilliant people to join us on our journey.
The Role
We are looking for a Customer Success Trainer to educate our Success team conducting recurring training sessions and interactive coaching.
Customer Success Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organising training sessions for new and tenured employees.
If you’re familiar with teaching soft skills like negotiation and problem‑solving, this could be the perfect opportunity for you.
- What you’ll be doing
- Own onboarding and continuous training programmes for Plum’s Customer Success agents
- Develop digital educational material (e. g. videos and manuals) and constantly update the existing content
- Organise training sessions, workshops onsite and remotely, about product features and support techniques
- Develop the quality assurance framework, scorecards and calibration processes
- Partner with Team Leads to support performance improvement and targeted coaching plans
- Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
- Conduct role‑playing activities to develop interpersonal skills (e. g. negotiation, teamwork and conflict management)
- Schedule regular training sessions (e. g. monthly or quarterly)
- Ensure new hires acquire basic knowledge for Plum products including communication and troubleshooting skills
- Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on‑the‑job coaching (e. g. how to handle difficult client cases)
- Continuously improve learning processes, support quality and knowledge management practices
- What we’re looking for
- Work experience as a Customer Success Trainer or a similar role
- Previous experience leading or mentoring others
- Experience building or running onboarding, coaching or QA programmes
- Strong communication, facilitation and coaching skills
- Analytical mindset with the ability to identify trends and performance gaps using operational data
- Knowledge of Learning Management Software (LMS)
- Familiarity with interactive learning activities
- Excellent communication and presentation skills
- Additional certification in training is a plus
- Familiarity with AI‑assisted support platforms, conversation analytics or workflow automation tools is a plus
We offer a compensation package consisting of base salary and equity, with compensation reviewed twice a year as part of our performance and growth framework.
The salary range for this position is
€24,000–€32,000
Final compensation will be confirmed at the end of the hiring process and will be based on the level at which the candidate is assessed, taking into account their experience, expertise, and alignment with our internal competencies and leveling framework.
- Plum Perks
- Own part of the company through stock options
- Private health insurance
- Annual training budget
- Plum Max subscription for yourself and Boost for 2 friends or family members
- Referral scheme: earn competitive rewards up to 4k
- Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
- Team breakfasts and team lunches
- 25 days holiday plus bank holidays
- 45 work‑from‑anywhere days: giving you the flexibility to work your way
- 2 weeks and 6 weeks sabbatical after 4 years and 8 years respectively to take the break you deserve
- Enhanced parental leave
- Wedding allowance
- 1 paid volunteering day annually
- Annual team trip to a surprise destination
- A fun, inclusive company culture
If this sounds like you, we’d love to hear from you!
- Thanks,
- Team Plum
- Plum is an Equal Opportunity Employer.
Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non‑disqualifying physical or mental disability, national origin or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit and business need.
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Customer Success Training & Quality Lead in London employer: Plum Fintech
Plum Fintech is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Westminster. With a strong focus on employee growth, the company offers mentorship opportunities for junior engineers and a comprehensive benefits package including stock options and private health insurance, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Training & Quality Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Plum Fintech. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Plum Fintech before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Training & Quality Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Plum Fintech:Your cover letter is your chance to shine! Tell us why you want to work at Plum Fintech specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Plum Fintech!
How to prepare for a job interview at Plum Fintech
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
