Learning and Development Specialist (Maternity Cover)

About the role

Linnworks is an e-commerce operations platform used by online retailers, and its Customer Operations (COps) teams are often the first point of contact for customers. This is an 18-month maternity cover in a small, hands-on Education & Enablement team, based in Estonia for candidates with the legal right to work there (no visa sponsorship). The role starts by running the internal training programme, then grows into delivering training across product, process and customer skills.

Key responsibilities

• Facilitate weekly product launch enablement sessions and a regular programme of virtual training for COps, coordinating subject matter experts and keeping content consistent
• Build knowledge checks and certification into the programme, using AI to create and analyse assessments
• Keep the training calendar, materials and attendance records up to date, and use AI to build decks, job aids and reports
• Work with team leads to identify knowledge gaps through call quality, assessment results, tickets and feedback, and turn them into a prioritised training plan
• Run COps capability frameworks, assess product knowledge and plan targeted upskilling
• Coordinate and run induction training for new starters, checking their understanding before they go live
• Progressively take on delivering training yourself, and keep content current with product releases
• Run monthly call quality checks, give constructive feedback and use AI to spot recurring themes

Required profile

• Resides in Estonia with the legal right to work there
• Confident facilitator of engaging virtual sessions and excellent collaborator with subject matter experts
• Proven experience coaching individuals, ideally customer-facing agents, and assessing call or ticket quality
• Quick learner of complex SaaS products, with strong stakeholder and organisational skills
• Nice to have: experience designing training for adult learners, knowledge of e-commerce or inventory/order management, and familiarity with call recording or quality platforms

Required skills

• Strong AI literacy, using tools such as Claude, ChatGPT and Copilot for data analysis, impact measurement and training materials
• Nice to have: experience with an LMS (Absorb) and building e-learning or job aids

What we offer

• Private medical insurance, remote and flexible working, and a 500 EUR home office stipend
• Mental health, financial and legal counselling, a Headspace subscription, an extra week of vacation and fully compensated volunteer days