Customer Support Training & Enablement Specialist
New
M
MudflapFintech, trucking
We are open to remote team members within the United States who can travel periodically as neededFull-TimeMiddle
SalaryThe salary range for this role is $67,000 - $85,000. This information reflects a base salary range for this position
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Job Details
- Experience
- 4+ years of experience in Training, L&D, Enablement, or QA.
- Required Skills
- Project ManagementZendeskCoaching
Requirements
- Have 4+ years of experience in Training, L&D, Enablement, or QA.
- Have experience designing and facilitating training programs.
- Have experience designing and facilitating coaching programs.
- Have experience with LMS platforms.
- Have experience developing learning content.
- Have experience with ticketing or support platforms, such as Zendesk.
- Use a data-driven approach to identify performance and learning opportunities.
- Bring communication, facilitation, and project management skills.
- Experience with AI-powered QA, coaching, or support tools is a plus.
Responsibilities
- Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads.
- Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs.
- Own the QA program, using AI-powered tools and customer interactions to identify trends and coaching opportunities.
- Train and coach agents on Mudflap's customer care standards and incorporate company values into certifications and coaching.
- Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
- Own LMS administration, learning paths, certifications, and enablement content, coordinating with the Training Lead to align materials with SOPs and Guru.
- Build programs to strengthen Team Lead capabilities and create growth paths for Support Agents.
- Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics.
- Use data, AI, and frontline insights to improve Support quality, knowledge, and performance.
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