Training Program Manager, International Support

Job Description

Whatnot is seeking a Training Program Manager for its International Support team in Dublin, Ireland. This role involves deeply understanding the skills required for front-line agents, executing a strategic approach to skill-building, and evaluating training effectiveness. The Training Program Manager will collaborate with internal and external teams to bridge knowledge gaps, improve customer interaction quality, and drive operational efficiency. This role offers an excellent opportunity for a training professional with experience in instructional design and content creation.Responsibilities:

• Continuously deepen understanding of customer and agent experiences.
• Design and implement a comprehensive training framework for the support team.
• Lead onboarding and training sessions for new hires.
• Work with QA, Policy, and Ops teams to identify and address knowledge gaps.
• Build and manage project plans for training rollouts.
• Develop and implement KPIs to assess training program effectiveness.
• Partner with Vendor Management teams to ensure consistency across the enterprise.
• Build a centralized training repository.
• Leverage LMS tools, knowledge bases, and AI-driven training solutions.

Requirements:

• 7+ years of experience in training program management, L&D, or support operations.
• Strong focus on internal customer needs and satisfaction.
• Player-coach mindset.
• Familiarity with large, diverse customer support and operations organizations (preferred).
• Understanding of industry learning trends and best practices.
• Experience developing training in various delivery modalities.
• Knowledge of Learning Management Systems, Zendesk, and data platforms.
• Experience in startups, marketplaces, or e-commerce (preferred).
• Experience within multichannel support operations.
• Ability to adapt well to fast-paced environments.
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule.

What Whatnot offers:

• Flexible Time off Policy and Company-wide Holidays
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement: Pension plans internationally
• Monthly allowance to dogfood the app
• Parental Leave