Established in 2004, we are a tech pioneer offering world-class adult entertainment and games on some of the internet’s safest and most popular platforms. With the support of an international team of dynamic and collaborative innovators, we are on a mission to enable safe user experiences and empower our communities by celebrating diversity, inclusion, and expression — all while maintaining robust trust-and-safety protocols.

We embrace the best of both worlds! Local talent can thrive in our collaborative office space with the flexibility of a hybrid work environment, while remote team members play an integral role in shaping our dynamic culture from afar. We have offices in Montreal (Quebec), Austin (Texas) and Nicosia (Cyprus).

A select number of positions require full-time in office attendance*

We are seeking a passionate and driven Trainer to join our expanding Customer Care team. In this role, you will empower our customer care agents to deliver exceptional service and support in a fast-paced, high-volume contact center environment.

What You'll Be Doing:

Conduct onboarding and ongoing coaching sessions for new and existing customer care team members.
Assess and troubleshoot reported customer issues and requests, collaborating closely with cross-functional teams including developers, designers, sales, and customer service representatives.
Identify training gaps, organizational constraints, and opportunities for process improvement.
Design, develop, and deliver engaging training materials—including videos, guides, and e-learning modules—using learning and development/knowledge software.
Facilitate collaboration and communication between Engineering, Sales, QA, and Customer Care teams.
Audit customer interactions and KPIs, providing actionable feedback and strategies to improve quality and performance.
Submit coaching logs and maintaining accurate training documentation.
Review QA and flagged interactions, reporting errors, and maintaining open communication with the QA team.
Support the adoption and effective use of Confluence and Jira for knowledge management, documentation, and workflow tracking.
Contribute to process optimization and enforcing current processes to drive operational efficiency.
Deliver timely and satisfactory support while maintaining strong cross-departmental relationships.

What You'll Need to Be Successful:

Must Haves:

Minimum 3 years’ experience in training, coaching, mentoring, or a related role, preferably in a high-volume contact center environment.
Minimum 2 years’ experience in a contact center or customer care operations role.
Proven experience using Confluence and Jira for knowledge management, documentation, and workflow tracking.
Hands-on experience with learning and development/knowledge software for creating training videos and materials.
Knowledge of learning principles, instructional methods, and adult education best practices.
Outstanding communication, presentation, and interpersonal skills.
Strong analytical, problem-solving, and time management abilities; able to multi-task and prioritize effectively.
Willingness to take ownership and accountability for work, with a drive to learn and develop expertise.
Ability to conduct difficult conversations with professionalism and tact.

Nice to Haves:

Undergraduate degree or higher in a relevant field.
Experience working in a BPO (Business Process Outsourcing) environment.
Experience working with remote or overseas teams.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees

In this role you may be exposed to adult content

Aylo

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Customer Care, Trainer