TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60 000 partners restaurant in a mission to bringing happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth.                                           

Thanks to TheFork (app/web), millions of diners can easily discover, book and pay the right restaurant at the right price, and thousands of restaurants owners benefits from our solutions to optimise reservation management, streamline operations and ultimately improve service and boost revenue.

What you will do within the Knowledge team:

• Overall, optimizing tools and processes of the company to increase both internal and external customer satisfaction.

As a member of the Strategic Projects and Operational Excellence team, you will contribute to:

• Onboarding, Post Onboarding, Coaching & Career Path: Scale onboarding and continuous training (tools, methodology) + coordinate the eLearning part
• Internal Knowledge Base: Build & update processes in collaboration with all impacted departments. Be proactive in the research of new ways of sharing this knowledge in an efficient & user-friendly way. Define a centralized way of getting feedback about those processes so they can always be improved depending on our real customer & business needs.
• Content Management: Create, review and improve internal & external content management ( FAQ / templates / macros) through Salesforce Lightning. 
• eLearning platform: Help monitor the company's LMS (360Learning) & contribute to strategies that allows all the company to use it both for internal learning as well as for managers to be able to follow up their teams in terms of skills & learning path
• Internal Communication: Make sure that all employees can find at the right time & in the right place the information & knowledge they need. Review our way of communicating  & delivering this knowledge with innovative solutions (Operation Monthly Newsletter, slack channels, 360 eLearning platform...)
• Internal Cohesion: This position involves interaction and collaboration with the rest of the company. Define a scalable way of communicating with them, centralizing feedback & needs and building action plans accordingly.
• Project coordination & delivery, strong interaction & collaboration with other departments & upper management. 
• Depending on our scope in the launch of new products, processes and tools, anticipate, collaborate, coordinate & share feedback to the stakeholders in order to guarantee a smooth integration & a customer centric focus (both internal & external)
• Mindset, be the focal point of knowledge for employees. Foster an environment of collaboration between employees and empower them to take ownership in their position.
• Feedback, after each step of the knowledge path (onboarding, post onboarding, quality audit, coaching sessions etc…) share constructive feedback to managers to help them in their personalized daily coaching with their employees. 

Who you are:

• Anticipative, proactive, resolutive & efficient, able to manage a dynamic high volume of work. You need strong time management skills combined with the flexibility to adapt to changes in direction effortlessly in a fast-paced environment. Must be organized, detail oriented and also have the capabilities to improvise when needed. Be self-motivated, a go-getter and autonomous learner always looking to improve.
• Attention to details, creative & perfectionism, to feed the operations team and the clients of updated & consistent knowledge content
• Phenomenal pedagogical & communication skills, both verbal and written. Fluency in English and Spanish is non-negotiable, any other language will be a plus.
• Team player but independant, strong affinity for building relationships, teamwork, and understanding the importance of strong customer service & internal cohesion
• Emotionally intelligent & empathetic, able to prevent and manage conflict or issue. Be inclusive and think out of the box. Be patient, empathetic and adaptable to all situations & people.
• Technical skills, previous experience with Customer Care tools & Expertise ( ERBs, SalesForce, Ticketing software, real time management tools, NPS, Csat control tool, facebook, twitter, google play, Gdocs. Gdrives, e-learning tools) & proficient in MS Office (Powerpoint and Excel). You have knowledge in tools that could help the team productivity and the customer satisfaction (videos, infographics, etc..)

• Competitive fixed salary + bonus
• Ticket Restaurant
• International working environment
• Yearly lifestyle benefit
• Private health insurance 
• Fun work events!

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