We are seeking an experienced Support Training Lead with 5-7+ years of expertise in designing, implementing, and managing training programs for customer support teams. The ideal candidate will be responsible for developing training strategies, creating engaging learning materials, and ensuring that support agents are equipped with the skills and knowledge to provide excellent customer service. This role requires a strong background in training, coaching, and process improvement, as well as a deep understanding of customer support best practices and technologies.
Key Responsibilities:- Training: Train support agents in all tiers to further enhance agent knowledge and provide agents with the necessary knowledge and tools to solve customer issues with exemplary customer experience.
- Product Knowledge: Responsible for understanding the product and the changes as they occur to best train and enable agents.
- Reporting Maintenance: Own, manage, and report on enablement metrics to the broader Support Operations team and provide actionable insights based on such reporting.
- Project / Program Management: Responsible for recognizing the need for, prioritizing, and launching and managing projects / programs for Enablement globally.
- Cross-Functional Collaboration: Collaborate with Support Operations, QA, WFM, and our outsource vendors to identify areas where training can drive improved agent performance and customer experience.
- Agent Enablement Optimization: Leverage analytics and insights to improve the agent learning experience by identifying pain points in the learning journey, recommending process changes, and monitoring the effectiveness of these changes over time.
- Stakeholder Communication: Present findings and insights to leadership and cross-functional teams through regular reports and presentations.
- 5-7+ years of experience in learning & development, training or enablement, preferably in a customer support or operations environment.
- Proven track record of designing and delivering training programs in a customer support or service environment.
- Strong facilitation, coaching, and mentoring skills.
- Excellent verbal and written communication skills.
- Proficiency in LMS platforms, e-learning tools, and support software (e.g., Zendesk, Salesforce, Sana, etc).
- Data-driven mindset with experience in measuring training effectiveness.
- Ability to manage multiple projects and adapt to a fast-paced, evolving environment.
- Experience in a fast-paced, high-growth SaaS or technology company.
- Experience managing people.
- Direct experience working with outsourcing vendors.
- Advanced knowledge of customer support operations, including ticketing systems, SLAs, and customer satisfaction metrics.
Top Skills
What We Do
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