Training Specialist - Airalo

Help Us Build The Future of Travel

At Airalo, we're making it easier for people to stay connected wherever they travel. As the world's first eSIM store, we help millions of travelers access affordable mobile data in 200+ countries and regions around the world.

Today, we're a team of 400+ people across 60+ countries, building a product used by travelers every day. We've grown quickly, but we've worked hard to keep what matters: trust, ownership, and the freedom for people to do great work without unnecessary layers or bureaucracy.

We're fully remote by design, genuinely global, and united by a shared mission to make travel simpler for everyone.

Your Next Destination

As a Training Specialist on the Support Operations team, you design, develop, and deliver training that keeps our internal support teams and vendor partners informed, skilled, and ready for production. Your work sits at the intersection of Support operations and learning design: you translate SOP changes, QA findings, workflow updates, and product launches into practical training that agents and vendor trainers can apply immediately.

This is a hands-on training role: you are expected to be comfortable facilitating, coaching, observing delivery, and working directly with agents and vendor trainers—not only creating materials. You are responsible for the quality of the training you develop and deliver.

What You'll Do

• Design and develop training programs, refreshers, onboarding modules, job aids, and assessments for internal support teams and vendor partners.
• Convert complex workflows, SOPs, and product changes into clear, practical, learner-friendly materials.
• Keep assigned training materials accurate and up to date as processes, tools, and policies change.
• Maintain version control and change logs for materials you own.
• Facilitate training sessions, onboarding programs, and practice-based learning activities for internal and vendor audiences, providing direct coaching and actionable feedback.
• Use practical methods such as ticket simulations, scenario exercises, observations, and knowledge checks to build confidence.
• Participate in Train-the-Trainer (TTT) sessions to help prepare vendor trainers to deliver Airalo training accurately.
• Support new vendor onboarding by contributing training materials and delivery support.
• Observe vendor-led refresher training and document feedback on delivery quality against agreed standards.
• Use QA findings, CSAT signals, ticket trends, and stakeholder input to identify training gaps for assigned areas.
• Review training results and post-training performance signals to identify where learners are struggling.
• Coordinate logistics, timelines, attendance, and materials with the teams involved in your assigned programs.
• Use tools such as Genially, Google AI Studio, and Google Apps Script to improve the quality and efficiency of training materials where appropriate.

What You'll Bring

• Proven ability to learn new processes quickly, absorb operational context, and translate it into training others can apply immediately.
• Proven hands-on experience in a training or learning design role, preferably in a customer support environment.
• Strong understanding of instructional design principles and adult learning theory.
• Excellent facilitation, coaching, observation, and presentation skills, including remote delivery.
• Ability to create clear, practical training materials that people can apply in production.
• Clear written and verbal communication, with the ability to adapt to different audiences.
• Comfortable working within defined scope and escalating decisions rather than acting independently on things that affect broader operations.
• Organised, reliable, and consistent in follow-through.
• Advanced English.

Nice To Haves

• Prior experience in a telecommunications or eSIM-related environment.
• Knowledge of GSMA-related technologies and services.
• Familiarity with Zendesk or similar support tools.
• Experience with learning tools such as Genially, Google AI Studio, or similar.
• Availability to work in shifts.