Learning & Training Specialist (Remote)

Position: Learning & Training Specialist

Location: Remote

Whizz is an innovative e-bike/e-moped subscription service catering to delivery drivers in the US. We partner with leading companies like DoorDash and Grubhub, offering affordable $169/month rental subscriptions to independent delivery workers. In just three years, Whizz has grown rapidly, managing a fleet of 4,000 e-bikes across the US, achieving a remarkable 100% year-over-year growth rate. Our mission is to serve an underserved audience of gig workers, aiming to manage the largest electric two-wheeler fleet in the US. Our dynamic team of 150 people is expanding quickly.

We are looking for a Learning & Training Specialist to strengthen the performance, knowledge, and operational excellence of our customer service team. This role requires a detail-oriented and proactive professional with a strong background in training, process optimization, and knowledge management. The ideal candidate will play a key role in developing and delivering training programs, refining support resources, and driving continuous improvement across customer service operations.

Responsibilities:

• Maintain and update the Customer Service Knowledge Base, including the creation of new instructions and communicating updates to the team.
• Develop new scripts and training materials based on recurring issues, customer feedback, and team needs.
• Review and improve existing communication scripts (chat, phone, in-person) to ensure consistency, clarity, and alignment with customer experience standards.
• Organize and lead regular training and refresher sessions for both remote and on-site teams.
• Conduct one-on-one coaching sessions to identify areas for improvement and support individual development plans.
• Audit existing internal processes and suggest improvements to enhance efficiency and reduce manual workload.
• Work closely with stakeholders to identify opportunities for automation in support and training workflows.
• Participate in initiatives aimed at enhancing and automating the customer service environment and internal processes.