Customer Support Training Specialist

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Requirements:

• Ability to write effective training content that supports company values and a world-class customer experience.
• Capable of identifying inconsistencies and areas for improvement in performance.
• Strong analytical skills for interpreting data and making recommendations.
• Ability to communicate clear feedback both in writing and verbally.
• Adaptability to changes in processes and priorities.
• Willingness to answer questions and solve problems.
• Demonstrated professional communication skills including constructive feedback.
• Excellent attention to detail and ability to create clear documentation.

Responsibilities:

• Become the subject matter expert on processes and procedures to craft training content that will elevate the customer experience.
• Teach newly hired employees on necessary skills at various levels of the organization.
• Make suggestions to improve workflows that enhance customer experience.
• Ensure customer satisfaction metrics for training programs are met.
• Prepare and maintain training content for team and individual training.
• Organize training programs for new hires, focusing on systems and customer service skills.
• Coordinate training for new department procedures and workflows.
• Work with Quality Assurance to identify deficiencies and develop training for improvement.
• Monitor new hire progress for the first 30 days of customer interactions.
• Review interactions to create effective training that supports service skills and quality.
• Provide performance feedback to Team Leaders and Managers.
• Offer individualized feedback to newly hired employees.
• Support and suggest improvements for customer experience.
• Conduct live training classes regularly.