Training Coordinator

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Training Coordinator based in the United States.

This is an opportunity to play a key role in developing talent and maintaining high service standards within a fast-paced, technology-driven travel environment. You’ll facilitate new-hire and upskilling programs while creating engaging learning experiences that help teams perform at their best. The role combines training delivery, performance monitoring, coaching, and hands-on operational support. You’ll serve as a subject matter expert, identify performance gaps, and create targeted action plans to improve outcomes. When complex customer or partner issues arise, you’ll also step into support channels and use sound judgment to resolve them efficiently. This role is ideal for an adaptable training professional who combines strong communication skills with a genuine customer-service mindset and operational agility.

• Deliver engaging new-hire and upskilling training sessions using established agendas, trainer guides, workflows, and policies.
• Develop and adapt training materials when needed, ensuring content remains aligned with established processes and operational standards.
• Monitor performance metrics and quality indicators to identify low performers, skill gaps, and emerging trends.
• Create actionable performance improvement plans and provide coaching designed to help team members meet expected standards.
• Manage classroom dynamics effectively, professionally reset expectations, and escalate persistent behavioral concerns through the appropriate channels.
• Serve as a subject matter expert during training initiatives and support operational testing when required.
• Manage individual training commitments independently and determine appropriate courses of action within established guidelines.
• Provide direct member and partner support through phone, email, and chat, including managing reservations and resolving complex issues.
• Make customer and contact-resolution decisions confidently with minimal supervision while maintaining a high standard of service.
• Collaborate with team members, agents across other teams, and peer partners throughout assigned shifts.
• Maintain detailed and accurate records of member and partner interactions to ensure continuity and effective collaboration across teams.
• Identify opportunities to improve training effectiveness, operational performance, and the overall customer experience.

Requirements

• At least 1 year of experience delivering training in a BPO, high-volume call center, or similar environment, or relevant teaching experience.
• Expert-level proficiency with Zoom, Google Workspace, LMS platforms, and project management tools; experience with Asana is preferred.
• Strong ability to navigate multiple online portals, systems, and operating environments efficiently.
• Analytical skills with the ability to interpret QA and CSAT data, identify performance gaps and operational trends, and recommend actionable solutions.
• Excellent verbal and written communication skills, including the ability to simplify complex technical or operational processes into clear, practical steps.
• Strong accountability and organizational skills, with a demonstrated ability to meet deadlines and follow structured reporting requirements.
• Proven ability to manage conflicts calmly, professionally, and efficiently.
• Strong customer-service and hospitality mindset, with a genuine interest in helping others and delivering a positive guest experience.
• Adaptability and comfort working in a fast-paced environment where priorities can change quickly.
• Willingness and availability to work flexible schedules, including nights and weekends when required.
• Experience creating engaging learning materials such as videos, presentations, slide decks, or one-pagers is a plus.
• Knowledge of Cryptic GDS workflows and/or hospitality or lodging travel operations is a plus.
• Familiarity with SPRK and other NDC platforms is an advantage.

Benefits

• Base salary range of $48,000–$66,500 USD.
• Competitive base compensation based on role, experience, expertise, and location.
• Equity for all employees.
• Annual bonus or commission opportunities may be available depending on the role.
• Remote work opportunities, with working environments designed to provide the tools and support needed for success.
• Access to a broader benefits and perks package, with offerings varying according to employment type and location.
• Opportunity to work in a fast-paced, technology-driven travel environment.
• Exposure to modern travel technology, AI-powered systems, and evolving industry platforms.
• Opportunity to contribute directly to employee development, customer experience, and operational performance.