About the role:
The CX Training Specialist will support the day-to-day execution of training development, maintenance of internal learning resources and delivery of Associate instruction for our globally dispersed Customer Experience team.
About the right team member:
You have worked in a fast-paced, dispersed Customer Experience environment and know firsthand the importance of training and access to information for overall team success. You have a passion for fostering growth and development. You work well in a team setting, thriving in an environment that requires collaboration to reach a shared goal. You are an excellent communicator in written and verbal interactions, easily breaking down complex issues so they can be understood and actioned by Associates. You have a positive, growth minded approach to your work. You are highly organized and structured with impeccable attention to detail, even in a fast-paced and ever-evolving environment. You are unafraid of challenging the current state in order to drive Associates and the CX team forward.
Responsibilities
- Audit current Internal Help Center content and design revision roadmap to establish a knowledge base that acts as a reliable, single point of truth for our globally dispersed Customer Experience Team
- Restructure articles to include all information relevant to Associate processes
- Archive out of date material to provide a content library for Associates to reference past policies/procedures
- Set up systems to monitor for ongoing article accuracy and engagement
- Partner with CX Enablement Lead to reconstruct training materials, transitioning content from Google Suites into an interactive learning platform
- Develop lessons that cater to varying levels of expertise, enabling staggered training
- Establish a practice environment that mimics tooling processes to ensure Associates have opportunities to practice workflow in a risk-free setting
- Maintain lesson content to keep information up to date and relevant as business processes evolve
- Monitor training assessments to maintain a pulse on completion rates, scores and overall comprehension of material
- Implement systems to track and share this data in a structured way
- Develop tactics to “gamify” training, infusing playful approach and ensuring retention of knowledge across team
- Align with CX Quality Assurance Specialists to address gaps in knowledge as noted by patterns in audited Associate interactions
- Build continued learning content for existing Associates to relay information on procedural changes, important updates and trending issues
- Monitor trends in Associate inquiries across channels and proactively construct new training content to fill holes in information
- Commit hours/week to support inbox and chat depending on bandwidth/necessity to keep a pulse on customer sentiment and team process pain points
Requirements
- Minimum 2 years experience in Customer Experience or customer facing role
- Minimum 1 year in Training, Education, or Mentoring
- Experience in a fast-paced, scrappy, high-growth startup a major PLUS
- Fluid, flexible and process-oriented — you embrace change while always pushing for structure and clarity
- Strong written, verbal, and non-verbal communication
- Highly organized, with exceptional time management
- Deep passion for overall customer experience
- Critical eye and thorough attention to detail
- Proficient in the use of Google Suites, experience with LMS technology a plus
- Highly motivated and accountable self-starter
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
