We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travelers all around the world.

Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels, and trips as seamless as possible.

Team Description:

Our Customer Experience team is the backbone of Wego’s service promise — making sure every traveler is supported with speed, empathy, and expertise. The Training function equips our agents with the product knowledge, systems fluency, and soft skills they need to deliver outstanding service across every channel.

The Role:

As a Training Executive, you will design and deliver training programs that prepare our customer experience agents to perform at their best. You’ll own the full training lifecycle — from onboarding new hires to upskilling tenured agents — partnering closely with Operations, Quality, Product, and Workforce Management to align learning with business needs and measurable performance outcomes.

What you will be working on:

Core Responsibilities:

Training Delivery

• Deliver onboarding and continuous learning programs for new and existing employees.

• Deliver product, system, and process training.

• Deliver customer experience-focused soft skills training, including communication, empathy, problem-solving, and customer handling.

• Deliver training on travel systems and booking tools (e.g., GDS such as Sabre, Galileo).

• Train agents on travel-specific processes, including cancellations, refunds, reissues, and disruptions.

• Maintain knowledge of airline, hotel, and OTA policies and workflows.

• Develop and utilize a variety of creative teaching techniques.

• Develop and deliver training plans and curriculum to classes of up to 25 people.

• Help create a culture of learning where individuals manage their own development, competence, and performance.

• Prepare teams to handle peak seasons, service disruptions, and crisis scenarios effectively.

Post-Training Delivery

• Provide ongoing coaching, feedback, and QA support to improve agent performance.

• Monitor and support employees during the nesting period, ensuring readiness for live operations.

• Maintain up-to-date, accurate reporting on training progress, effectiveness, and improvements.

Training Program Development

• Design and update training materials, presentations, and manuals.

• Maintain and update knowledge bases, SOPs, and training documentation.

• Ensure all training materials reflect the latest product updates and process changes.

• Develop and create structured training plans and schedules for new hires and existing employees.

• Collaborate with internal teams to ensure consistency and accuracy of information.

• Stay updated on products, services, and process changes to ensure training relevance.

• Track and analyze training effectiveness using performance data and QA scores.

• Continuously improve training content based on business needs, performance gaps, and feedback.

• Partner with Operations, QA, Product, and Workforce Management to align training with business needs.

• Participate in calibration sessions to ensure alignment with quality standards.

• Act as a key point of contact for all training-related initiatives and improvements.

Performance Support

• Work closely and calibrate with Operations, Quality, and Team Leaders to identify training needs.

• Provide refresher training sessions to address performance gaps and improve agent performance.

• Support performance improvement initiatives aligned with business KPIs and quality standards.

Evaluation & Assessment

• Conduct assessments and quizzes to measure trainees’ understanding and readiness.

• Evaluate trainee performance and provide structured coaching and feedback.

• Define and apply readiness criteria before transitioning trainees to live operations.

Reporting

• Prepare training reports covering training effectiveness, trainee performance and trends, certification and pass/fail results, in-training quiz results, and training KPIs and impact on performance.

• Use data to identify trends and recommend targeted training interventions.

Customer Experience (CX) & Business Impact

• Drive improvements in customer experience metrics such as CSAT, NPS, FCR, and Quality scores.

• Align training programs with customer journey insights and pain points.

• Analyze customer feedback and QA data to identify training opportunities.

• Ensure training initiatives contribute directly to business performance and service excellence.

Skills and experience:

• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum.

• Familiarity with modern training methods and tools (e-learning, virtual training, LMS).

• Knowledge of coaching and mentoring, with the ability to develop employees through positive motivation and effective coaching techniques.

• Knowledge of existing and emerging training methods and tools.

• Strong verbal and written communication skills, including presentation skills.

• Strong analytical and problem-solving skills.

• Ability to build rapport with clients and interact with team members at various position levels.

• Ability to adapt to change and innovation.

• Strong organizational and multitasking skills in a fast-paced environment.

• Proficiency in MS Office tools (Word, Excel, PowerPoint).

Internal Applicants:

We encourage internal mobility and welcome applications from current Wego team members. To be eligible to apply for this role, internal applicants must:

• Have completed a minimum of one (1) year of continuous service at Wego as of the application date.

• Be in good standing, with no active performance improvement plan or disciplinary action.

• Inform their current manager of their intent to apply, in line with Wego’s internal transfer policy.