Job description

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to adjustments@depop.com. For any other non-disability related questions, please reach out to our Talent Partners.

We are seeking an experienced Training Specialist to join our Community Experience team on a 12-month fixed-term contract. As part of our Operational Excellence team, you will work alongside our existing trainer to enhance and scale our training programs, supporting both our in-house teams and outsourced partners.

This is an exciting opportunity to make a significant impact on our customer experience operations, working with a team of approximately 40 in-house staff and supporting our extensive outsourced partnerships. You'll be instrumental in evolving our training programs to meet the needs of our growing business while maintaining the high standards our community expects.

What You'll Do

Design, implement and deliver comprehensive training programs for new hires and existing team members
Create engaging content and deliver training for product updates, operational changes, and quality improvement initiatives
Partner with our Quality and Leadership teams to develop and deliver targeted training interventions based on QA insights and performance metrics
Collaborate with our Product team to create and deliver training for new features and functionality
Work closely with our outsourced partners to enhance their training capabilities through effective train-the-trainer programs
Evaluate training effectiveness and measure impact on key metrics including user satisfaction
Identify opportunities for training program optimization and scalability
Research and recommend training tools and technologies to enable self-serve learning
Support the continuous professional development of our Community Experience team

About You

Essential Experience and Skills

Demonstrated ability in training delivery within a customer service environment
Proven track record of designing and implementing successful training programs
Experience in managing and improving outsourced training partnerships
Strong track record of delivering effective remote training
Excellent communication and presentation skills
Ability to translate complex information into engaging training materials
Experience in measuring and reporting on training effectiveness
Strong project management and organizational skills
Proficiency with customer service platforms (e.g., Zendesk)

Preferred Experience and Skills

Experience with implementing learning management systems or other training tools
Background in fashion, e-commerce, or marketplace businesses
Experience in scaling training programs in high-growth environments
Knowledge of adult learning principles and various training methodologies
Experience with data analysis and using metrics to drive improvements

Key Logistics

This is a hybrid role requiring a minimum of 4 days per month in the London HQ, plus specific days required for training and onboarding delivery as needed
Core hours are 9:30am-6:00pm, with flexibility required for training delivery
You'll report to our Continuous Improvement Manager within the Operational Excellence team

Additional Information

Health + Mental Wellbeing

PMI and cash plan healthcare access with Bupa
Subsidised counselling and coaching with Self Space
Cycle to Work scheme with options from Evans or the Green Commute Initiative
Employee Assistance Programme (EAP) for 24/7 confidential support
Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

25 days annual leave with option to carry over up to 5 days
1 company-wide day off per quarter
Impact hours: Up to 2 days additional paid leave per year for volunteering
Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant
All offices are dog-friendly
Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life: