Support Training Specialist  

Our #1 core value is to provide the best customer experience, period. Building a team of highly trained and specialized team members who are able to know our product inside and out, and simultaneously offer world class customer service is how we intend to deliver on that value. If you are motivated by training team members and investing in their continued growth and development, join our Support team as a Training Specialist.

The Role:

• Develop and implement learning initiatives that enable our Support organization to consistently evolve and develop. Motivational and behavioral science are key fundamentals to developing impactful learning, instead of simply providing training materials.
• The Training Specialist will excel at identifying the current available curriculum, and determine how to build upon existing curriculum to create a growing repository of material available to our customer facing team members.
• Confident delivering learning material in a remote environment to a growing international team, primarily based in the Philippines but with the potential to include US based employees, as well.
• Comfortable shifting learning resources to a variety of audiences, as some new hire cohorts may include Support Specialists that will transition into various sub-teams, such as Technical, Account and Priority Support.
• Experienced in administering knowledge validation assessments to team members, and providing a summary of the assessment to leadership for further evaluation.
• Highly comfortable working cross-functionally with other Support leaders to determine the optimal learning needs of each team, and working collaboratively to build a training program that results in highly knowledgeable team members in both support practices and in-depth product knowledge.
• Deliver top-tier training expertise on how to provide world-class support and customer experience fundamentals.

Required Qualifications:

• 3+ years of experience in training and directly managing groups of new hires and providing individual performance coaching
• Demonstrated ability to quickly grasp highly technical concepts and clearly communicate these concepts to many diverse learners
• Advanced familiarity with the company platform
• Ability to facilitate/deliver instructor-led training remotely
• Knowledge on various learning and communication styles, as well as training creation and delivery methods
• Advanced interpersonal skills to effectively build and maintain relationships with operational leaders and create a positive and successful new hire experience
• Ability to communicate and track performance metrics through new hire orientation and onboarding
• Demonstrated ability to work on multiple projects and programs and deliver results within tight deadlines
• Strong organizational, analytical, and project management skills

Desirable Qualifications

• Experience providing continued learning courses to both entry-level and senior team members for continued growth and development.
• Familiarity with commonly used LMS' to ensure we deliver quality content during trainings.
• Experience shifting educational practices to meet the varied learning needs of team members.
• Experience in Customer and Technical Support in high-growth SaaS organizations