Training Specialist (Customer Service)

TL;DR

Training Specialist (Customer Service): Designing and implementing scalable onboarding and continuous learning programs for Customer Service Representatives with an accent on instructional design and performance enablement. Focus on building data-informed learning paths and improving CSR performance across voice, chat, and email channels.

Location: Remote

Company

A pioneer in online professional education since 2001, operating leading education platforms serving over 1 million customers annually.

What you will do

• Design and implement scalable onboarding and continuous learning programs for CSRs in a fast-paced contact center environment.
• Deliver engaging learning experiences via live virtual training, asynchronous learning, and performance-based reinforcement.
• Collaborate with leadership and QA to identify skill gaps and align learning solutions with CX goals.
• Measure training effectiveness using KPIs, learner feedback, and QA trends.
• Manage course materials and tracking within the Learning Management System (LMS).
• Support the adoption of new tools and operational processes through structured enablement.

Requirements

• Bachelor's degree in Education, Business, Organizational Development, or equivalent experience.
• 3+ years of experience in training, L&D, customer service, or contact center operations.
• Strong facilitation and presentation skills for virtual environments.
• Proven instructional design and content development capabilities.
• Proficiency with LMS platforms, virtual training tools, and Microsoft Office.

Culture & Benefits

• Values-driven environment centered on Love, Joy, Boldness, Teamwork, and Curiosity.
• Commitment to building a diverse and inclusive workplace.
• Remote work flexibility.
• Opportunity to work within a large-scale organization with over 1,500 professionals.