CX Training Facilitator (AI)

Location: On-site 5 days per week at the Draper, Utah headquarters, United States

Company

hirify.global develops a people intelligence and HR software platform designed to improve how organizations manage and support their employees.

What you will do

• Facilitate onboarding and skill-development programs for Customer Experience roles through instructor-led sessions and digital or AI-supported modules.
• Create inclusive, psychologically safe learning environments while managing classroom dynamics, engagement, and pace.
• Coach and assess learners through role plays, simulations, and practice work, providing specific feedback and readiness recommendations.
• Track cohort progress, attendance, completion, risks, and next steps in Wrike, LMS tools, and other training systems.
• Monitor training data and AI-assisted insights, identify performance trends, and implement appropriate learner interventions.
• Partner with Learning Experience Design, Quality/Insights, Knowledge Governance, CX Operations, and CX leadership to improve training content, standards, and outcomes.

Requirements

• At least 2 years of experience facilitating instructor-led training, enablement, or onboarding in a customer-facing, support, or CX environment.
• Ability to independently lead training cohorts, manage classroom dynamics, and adapt facilitation within established standards.
• Strong coaching, feedback, documentation, performance assessment, and learner-readiness decision-making skills.
• Ability to interpret training, performance, and AI-assisted signals, identify trends, and turn findings into clear actions.
• Experience maintaining accurate information across LMS, Wrike, trackers, dashboards, Slack, and similar systems.
• Ability to work onsite 5 days per week and use AI-enabled tools while remaining accountable for learner outcomes.

Nice to have

• Experience supporting or training users on SaaS products, especially HR, payroll, or related business software.
• Familiarity with quality frameworks, coaching rubrics, or competency-based assessment models.
• Experience partnering with instructional design or enablement teams to improve learning content and experiences.
• Experience in high-volume, fast-changing Customer Experience environments.

Culture & Benefits

• Health, life, and disability insurance.
• Four weeks of vacation, 12 company holidays, parental leave, and volunteer time off.
• 401(k) plan with up to a 6% company match.
• $2,000 paid vacation bonus and Employee Assistance Program through Headspace.
• Values-driven workplace focused on professional development, inclusion, openness, and integrity.