Senior Customer Service Learning & Enablement Lead

YouTrip; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

YouTrip is seeking a structured and hands-on Training & Knowledge Management professional to shape how our Customer Service team learns, accesses information and stays ready for change.

You will own and improve training and knowledge programmes—from new-hire readiness and ongoing learning to tools and resources agents use daily. You will work with Stakeholders across Customer Service Operations, QA and Product in a fast-moving fintech environment.

Qualifications

• 3-5 years of experience in Customer Service, Customer Experience, training, quality or knowledge management.
• Experience delivering training and developing learning or operational materials.
• Strong written, verbal, presentation and facilitation skills.
• Structured, organised and able to simplify complex information into clear guidance.

Responsibilities

• Own and drive Training and Readiness initiatives.
• Manage Knowledge Management: FAQs, macros, SOPs and knowledge-base articles.
• Improve internal knowledge tools and processes; identify gaps and coordinate changes.

Skills

Training delivery

Knowledge management

Process improvement

Cross-functional coordination

AI-assisted tools

Tools

AI-assisted tools

Learning platforms

Job description

YouTrip is seeking a structured and hands-on Training & Knowledge Management professional to shape how our Customer Service team learns, accesses information and stays ready for change.

You will own and improve training and knowledge programmes—from new-hire readiness and ongoing learning to tools and resources agents use daily. You will work with Stakeholders across Customer Service Operations, QA and Product in a fast-moving fintech environment.