Quality & Learning Manager

Location: Remote

TCGplayer promotes and drives growth of our products and services by connecting a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible hobby market. TCGplayer provides world-class customer service and technical support to our customers seven days a week, and always strives to go beyond for our customers.

Our Customer Experience (CX) team assists our customers with order inquiries, product support, and troubleshooting technical issues all across the globe.

As the Quality & Learning Manager you’ll lead a small team of Training & QA Specialists, driving excellence in customer service and knowledge of products and processes. You’ll collaborate with other internal teams to expand our training and QA programs to ensure continuous improvement in our customer service levels. You will also manage our customer Help Center and it’s self-service documentation. If you’re a natural problem solver that understands the importance of highly satisfied customers, this is the perfect opportunity for you.

• Ensure strategic alignment of the customer experience training team goals and activities with TCGplayer’s business goals
• Review and maintain our existing training program; manage enhancements and modifications to improve engagement and learning to meet our CX team’s growing needs and promote scalability
• Identify opportunities for improvement related to operational changes and industry developments
• Based on research and collaborating with People Success team and CX management, plan and implement training programs that will prepare CX employees for the next step in their career
• Identify and implement training KPIs in order to track the success of our training programs
• Manage daily training and documentation in support of several projects at once. This includes being the primary point of contact for CX training and documentation activities on several projects as well as assigning employees to project level tasks
• Participate in content reviews with major stakeholders to ensure accuracy and validity of all training deliverables
• Coordinate and work with other internal teams like Product and Project Management on updates, developments, and changes needed for training and processes

• 2+ years’ experience in training/facilitator role; must understand adult learning styles and have experience both delivering and designing training
• 2+ years working in the Customer Service field
• 2+ years of leadership/supervision experience.
• Excellent communication and leadership skills
• Strong writing and record keeping ability for reports and training manuals
• Experience managing and working with knowledge platforms and ticketing systems such as: Zendesk Support, Zendesk Guide
• Experience with process design and efficient information architecture
• Proven project management and prioritization skills

• Experience in a quality assurance role
• Bachelor’s degree in education, human resources or relevant field
• Familiarity with the collectible gaming industry
• Experience with Zendesk, StellaConnect QA, and Hubspot

Our benefits program is one of the most flexible and progressive in the country. Plus, benefits start on day one, so you have everything you need to make a stress-free transition to life at TCGplayer.

• Comprehensive medical insurance with a variety of plan options to suit your needs
• Dental and vision insurance
• Unlimited Paid Time Off (PTO)
• 100% company paid Family Leave
• 401k plan with 4% match
• Stock options for all employees
• Free coaching, counseling and mental health services
• 100% company paid life insurance
• Paid trips to work with remote teammates