Training & Development Associate, Customer Service (d/f/m)

kleinanzeigen.de GmbH; Berlin; Hybrid; EUR 42.000 - 62.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

20 days work from anywhere

Parental leave for both parents

Extra paid days off for special events

Confidential support & coaching

Annual company sports events

Pension and life insurance

Learning opportunities to grow skills

Corporate benefits and discounts

Referral program

Zusammenfassung

Kleinanzeigen is the leading German online classifieds platform, and we are seeking a Customer Service Training & Development Associate to shape learning for our outsourced contact centers. This hybrid Berlin-based role collaborates with a Training Manager to design, deliver, and continuously improve engaging training programmes that equip agents to deliver outstanding customer experiences.

At Kleinanzeigen, you’ll work across onboarding, refresher, and role-specific modules, using

Qualifikationen

• Experience designing, developing, and delivering engaging training programs in a customer-facing or operational environment.
• Fluent in German with confident communication in both German and English.
• Strong instructional design skills with experience creating classroom, digital, and blended learning solutions using LMS and digital learning tools.
• Build trusted relationships with stakeholders, manage multiple projects, and use data/feedback to improve learning outcomes.
• Experience in BPO, Customer Service, or e-commerce is a plus; familiarity with AI-assisted learning tools is a bonus.

Aufgaben

• Design, develop, and continuously improve onboarding, refresher, and role-specific training for our outsourced Customer Service teams.
• Create engaging learning experiences across multiple formats, including instructor-led training, e-learning, workshops, self-paced modules, and blended learning.
• Deliver high-quality training sessions that support new joiners, product launches, policy updates, system changes, and continuous learning initiatives.
• Measure training effectiveness through assessments and feedback, identify knowledge gaps with QA, and optimise learning content.
• Partner with Operations, Product, Policy, Trust & Safety, Quality Assurance, and other stakeholders to translate business needs into impactful learning solutions while coordinating training with minimal operational disruption.
• Maintain accurate training documentation, ensure alignment with our Customer Service knowledge base, and promote knowledge sharing and learning best practices.

Kenntnisse

Training design

LMS experience

Instructional design

Stakeholder management

German & English communication

Tools

LMS platforms

Jobbeschreibung

Kleinanzeigen is the leading online classifieds market in Germany. Users buy and sell on Germany's No. 1 for classifieds mainly second-hand. In this way they make an active contribution to more sustainability. On average, more than 55 million ads are available in numerous categories – from children's supplies to electronics and real estate. Kleinanzeigen also offers small and medium-sized businesses the opportunity to present their services online. Around 35 million users per month make Kleinanzeigen one of the most widely used websites in Germany. Kleinanzeigen was launched in September 2009 as eBay Kleinanzeigen. Since June 2021, the company has been part of Adevinta, a global provider of online classified ads. In May 2023, the name was changed to Kleinanzeigen.

The Job:

As our Customer Service Training & Development Associate, you will help shape the learning experience for our outsourced Customer Service teams. Together with the Training Manager, you will design, deliver, and continuously improve engaging training programmes that equip agents with the knowledge, skills, and confidence to deliver an outstanding customer experience. This is a hybrid role, our office is in Berlin-Charlottenburg. You report to the Training Manager.

Job requirements

Who You Are:

• You have experience designing, developing, and delivering engaging training programmes in a customer-facing or operational environment.
• You are fluent in German and communicate confidently with diverse audiences in both German and English.
• You have strong instructional design skills and experience creating classroom, digital, and blended learning solutions using Learning Management Systems (LMS) and digital learning tools.
• You build trusted relationships with stakeholders, manage multiple projects effectively, and use data and feedback to continuously improve learning outcomes.
• Experience in Business Process Outsourcing (BPO), Customer Service, or e-commerce is a plus. Familiarity with AI-supported learning tools and digital content creation is an advantage.

Job responsibilities

What You’ll Do:

• Design, develop, and continuously improve onboarding, refresher, and role-specific training programmes for our outsourced Customer Service teams.
• Create engaging learning experiences across multiple formats, including instructor-led training, e-learning, workshops, self-paced modules, and blended learning.
• Deliver high-quality training sessions that support new joiners, product launches, policy updates, system changes, and continuous learning initiatives.
• Measure training effectiveness through assessments and feedback, identify knowledge gaps together with Quality Assurance, and continuously optimise learning content.
• Partner closely with Operations, Product, Policy, Trust & Safety, Quality Assurance, and other stakeholders to translate business needs into impactful learning solutions while coordinating training with minimal operational disruption.
• Maintain accurate training documentation, ensure alignment with our Customer Service knowledge base, and promote knowledge sharing and learning best practices.

At Kleinanzeigen, we care about our people — their wellbeing, growth, and life beyond work. Our benefits are designed to support you holistically, giving you flexibility and opportunities to thrive.

• Flexible working time (hybrid)
• 20 days “work from anywhere”
• Paid additional parental leave for both parents
• Extra paid days off for special occasions (e.g. your wedding or a move)
• Confidential support & coaching for you and your loved ones
• Annual company sports events
• Pension and life insurance
• Learning opportunities to grow your skills and career
• Corporate benefits and exclusive discounts
• An attractive referral program

Kleinanzeigen is an equal opportunity employer that values diversity and inclusion. We welcome people of all backgrounds, races, religions, colours, national origins, gender identities, sexual orientation, ages, marital status, or disability.

If this role sparks your interest but you’re not sure you meet every single requirement, we’d still love to hear from you anyway.