Training Specialist (Customer Care Squad)

We power people's progress.

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalized learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact. So far, 90,000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change, fuels ambition, and drives progress that matters.

Meet the team!

Welcome to Preply’s Customer Care squad – the driving force behind delivering exceptional support experiences for our global community of learners and tutors.

We’re not just a support team; we’re performance-driven collaborators dedicated to setting new standards for excellence. At the heart of our mission is ensuring our customer care agents have the tools, guidance, and motivation they need to excel in providing the best customer support to learners and tutors. By fostering agents’ growth, enhancing their skills, and creating an environment of continuous improvement, we empower them to deliver outstanding service every day.

At Preply, we believe the success of our learners and tutors starts with the success of our team. If you’re passionate about driving agent performance, and creating impactful change, this is the role for you!

What you’ll be doing:

As a Training Specialist, you will be responsible for designing, creating, and maintaining high-quality learning content that drives agent performance and confidence. While you will support live training delivery, the majority of your impact will come through building scalable, data-driven learning experiences tailored to the needs of a fast-moving support team.

Your key responsibilities will include:

Instructional Design & Content Development (80%)

• Design and build engaging, effective, and inclusive asynchronous training resources (e.g., e-learning modules, knowledge base articles, microlearning content, guides, and videos) to support onboarding and ongoing development of agents and team leads.
• Apply instructional design principles to transform complex concepts into clear and compelling learning experiences for a global support audience.
• Partner with Subject Matter Experts (SMEs) and QA Specialists to translate operational knowledge and audit insights into performance-enhancing content.
• Build and manage learning journeys using our LMS and knowledge base, ensuring consistency, accessibility, and up-to-date information across all learning touchpoints.
• Monitor and evaluate content effectiveness through data, feedback, and testing to ensure learning solutions deliver measurable improvements in performance.
• Continuously improve content based on quality reviews, agent feedback, performance trends, and product or process changes.

Training Delivery (20%)

• Deliver select training sessions (live or virtual), especially during onboarding or rollout of major new tools, features, or policies.
• Support group coaching sessions or small workshops in collaboration with trainers, QA, and workforce teams to reinforce content and drive behavioral change.
  
  

What you need to succeed:

Experience & Skills

• 2+ years in an instructional design, L&D, or training specialist role, preferably within customer support or operations.
• Proven experience in designing asynchronous learning content for adult learners using instructional design frameworks (e.g., ADDIE, SAM).
• Strong working knowledge of e-learning authoring tools (e.g., Articulate, Rise, Captivate, Canva, or similar).
• Experience in maintaining knowledge bases and/or building structured learning pathways in LMS platforms.
• Strong written communication skills with a flair for turning complexity into simplicity.
• Comfortable analyzing performance data and drawing insights to shape training strategy.
• Collaborative mindset and experience working with cross-functional stakeholders (e.g., QA, WFM, Product, Ops).

Nice to have

• Background in Customer Support operations, especially within a digital or fast-paced environment.
• Experience with remote facilitation and delivering training in international and multicultural teams.
• Familiarity with multimedia content creation (basic video editing, visual design, or audio narration).
• Proficiency in additional languages (especially Spanish or Ukrainian).

Why you’ll love it at Preply:

• An open, collaborative, dynamic and diverse culture;
• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;
• A competitive financial package with equity, leave allowance and health insurance;
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms;
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health; 
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
• We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
• Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
• Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
• One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

Diversity, Equity, and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company. 

Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status. Together, we are The World Class.

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