Customer Experience Trainer (m/f/d) at SIXT

We are looking for a Customer Service Trainer (m/f/d) to join our Shared Service Center in Lisbon. In this role, you will design and deliver high-impact, KPI-driven training programs in a virtual-first environment, supporting customer service agents across Europe and the US. You will empower agents not only to follow processes, but to think critically, navigate SOPs and digital tools independently, and take full ownership of customer outcomes. Working closely with global stakeholders, you will contribute to building a scalable, data-driven learning culture that directly impacts performance and operational excellence. If you are passionate about developing people, driving performance, and making a global impact, join Team Orange! YOUR ROLE AT SIXT • You deliver engaging onboarding and upskill training sessions for SCC agents, primarily in a virtual English-language environment across Lisbon, Tulsa, and remote European teams • You train agents to think critically and independently by teaching them how to navigate SOPs, leverage AI tools, and find the right solutions in live customer situations • You coach agents to take full ownership of customer resolution, encouraging judgment and decision-making beyond standard procedures • You ensure agents are fully work-ready from day one by applying clear exit standards focused on independence and performance, not just training completion • You support the continuous improvement of training materials, e-learnings, SOPs, and job aids in close collaboration with L&D Programme Management • You track training effectiveness, participant feedback, and KPI development while coordinating training plans aligned with recruitment cyclesYOUR SKILLS MATTER • Training Expertise You bring hands-on experience as a trainer or facilitator in a Shared Service Center, contact center, or customer service environment; certification is a plus • Language Skills You are fluent in English (primary working language); German is a strong advantage • Virtual Facilitation You are confident delivering large-scale virtual training sessions across multiple locations and time zones • Performance Mindset You understand SCC KPIs, can translate data into learning needs, and drive measurable training impact • Global Perspective You operate effectively across cultures and regions, supporting a diverse, international agent population • Tech & AI Readiness You are comfortable using digital and AI tools in training delivery and continuously adapt to new technologiesWHAT WE OFFER • Generous Time Off Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per year • Work-Life Balance & Flexibility Benefit from a hybrid working model, flexible working hours, and no dress code • Great Employee Benefits Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discounts • Training & Development Participate in training programs designed for your personal growth and development • Health & Well-being Private health insurance to support your well-being • Additional Perks Enjoy the Coverflex advantage system to enhance your employee experience