Customer Experience Trainer

Location: Onsite at the Santa Ana, California headquarters, with travel of up to 40% to hirify.global offices and PSA Submission Center locations.

Hourly rate: $26 USD. Actual compensation varies based on location, job level, experience, and skills.

Company

hirify.global provides technology-enabled grading, authentication, vaulting, and sales services for trading cards, autographs, comic books, coins, video games, tickets, and memorabilia.

What you will do

• Train Concierge and Submission Center representatives across multiple locations.
• Create training programs, curricula, documentation, role expectations, and standard operating procedures.
• Develop the Customer Experience Hub as an employee source of truth and contribute content to the team's newsletter.
• Coach employees, provide feedback, support meetings, and identify future training needs.
• Improve policies, procedures, and processes, using technology and potentially AI tools under management guidance.
• Resolve escalated customer complaints and provide onsite quality assurance at events.

Requirements

• Experience in a training or teaching role.
• Strong communication, interpersonal, teamwork, problem-solving, judgment, and organizational skills.
• Ability to multitask, manage time efficiently, prioritize work, and maintain accuracy under pressure.
• Ability to communicate with internal departments and customers to resolve conflicts and support business goals.
• Must be authorized to work in the United States; employment authorization is validated through E-Verify.
• Ability to lift, carry, and move materials weighing up to 40 pounds and work at a computer or standing for extended periods.

Culture & Benefits

• Medical, dental, and vision insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan, paid vacation, and ten company-paid holidays.
• Employee discounts on approved grading service submissions.
• Flexible schedules may be available depending on the team, along with celebrations, holiday events, and team-building activities.

Hiring process

• Video interviews require candidates to keep their cameras on; some steps may take place by phone.
• For remote roles and at the company's discretion, an onsite interview may be requested during the final stages.
• Interview accommodations can be discussed when needed.