L&D Trainer - Customer Teams

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the L&D Trainer - Customer Teams

In this role you will be responsible for developing and enabling our most important asset: our Customer Teams talent across Onboarding Success, Global Support, and Customer Success in APAC.

What you will do...

• Own the first weeks of induction for new Customer Teams hires in APAC, ensuring they have a high-quality, structured and engaging learning experience across:

  • Company, brand and value proposition

  • Our products

  • Core tools & systems

  • Customer journey, processes and ways of working for Support, Onboarding and Customer Success.

• Partner with Managers and Team Leads in Customer Support, Onboarding and Customer Success to:

  • Plan correct path modules and buddy assignments

  • Track new hire progress during and after induction

  • Identify performance gaps and design targeted interventions (e.g. refreshers, clinics, workshops, role plays).

• Deliver live training sessions (virtual and in-person) across technical product and process topics, Customer skills, Specialised topics

• Design and facilitate realistic practice: role plays, simulations, case investigations and hands-on labs using demo and training environments exercise.

• Support continuous development beyond the first 90 days

• Provide structured feedback on new hires via End of Induction reports and regular check‑ins with managers, clearly highlighting strengths, development areas and recommended next steps.

What you have...

• Experience in a customer‑facing role in SaaS or hospitality technology, such as:

  • Customer Support / Technical Support

  • Customer Onboarding / Implementation

  • Customer Success / Account Management / Retention.

• Proven experience delivering training or coaching in a team, SME, buddy or trainer capacity (formal L&D experience is an advantage but not mandatory).

• Fluency in English (spoken and written) for delivery and content creation across APAC; ability to switch tone and register appropriately for learners and stakeholders.

Our Perks & Benefits..

- Equity packages for you to be a part of the SiteMinder journey

- Hybrid working model (in-office & from home) / Fully remote

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.