Training Specialist

Location: Remote- Eligible US Locations

About the role and about You:

Great support starts with great training. When our members hit a snag, our Community Support team gets them back into Watopia and helps them make the most of their Zwift experience. To help support our frontline agents, we’re hiring a hands-on Training Specialist to build and maintain the training they rely on.

Our training program already has a strong foundation: a structured new hire curriculum, an established design framework, and experienced subject matter expert trainers who facilitate instructor-led training. In this role, you’ll keep that program accurate and effective as Zwift evolves. When products, processes, or policies change, you’ll revise new hire training and build and deploy update training to match. When the team identifies a need for refresh training, you’ll build it. When something new and complex launches, you’ll be a crucial part of supporting it.

You’ll be a part of our Content & Learning team, who own training, user-facing self-service content, and the internal knowledge enabling Zwift’s support team. In this role, you’ll also be the subject-matter expert in Seismic, our learning management system, ensuring we’re maximizing the benefits of the tool, keeping groups and enrollments clean, tracking completion and assessment results, and partnering with our BPO partners to close gaps.

You’re organized, dependable, and easy to work with. You take direction well, own your work from start to finish, and partner effectively with your teammates. You know when to hold firm on accuracy and when to flex on format or timing. You’re comfortable working outside a defined box: you pick up new tools, figure things out on your own, take on new work as the team’s needs change, and handle shifting priorities with ease. You use AI thoughtfully, knowing where it speeds up work and where human validation is essential.

What you’ll do:

• Develop new eLearning and instructor-led training (including exams and certifications) to support product launches and updated policies and procedures, while keeping existing training current.
• Build and deploy refresh training when the team identifies a need, indicated by QA results, Customer Effort Scores, or related performance data.
• Host train-the-trainer sessions to prepare subject matter expert (SME) trainers for seasonal new hire classes and update training rollouts.
• Run regular audits of training materials with SMEs to catch inaccurate, outdated, or missing information. 
• Build and sustain strong working relationships with SME trainers, partner teams, and BPO leaders, rooting feedback in curiosity and respect while openly receiving it in return.
• Own Seismic (our LMS): managing distribution groups, reporting on completion and assessment results, and working with BPO leaders to close gaps. Explore unused and emerging features, while recommending ones worth adopting.

What we’re looking for:

• 2+ years of instructional design, training, or learning and development experience.
• Experience building eLearning, instructor-led training, and assessments using ADDIE or a similar model, with tools such as Articulate or Camtasia.
• Familiar with Kirkpatrick or a similar model for measuring training effectiveness.
• Experience as an LMS administrator using tools like Seismic (formerly Lessonly), Docebo, or equivalent, including user groups, enrollments, and reporting.
• Experience facilitating virtual training, including train-the-trainer sessions, ideally with globally distributed or BPO teams.
• Flexibility with an eagerness to support your team beyond training when priorities shift, whether for a short-term need or a longer-term change in focus.

Bonus points:

• A passion for cycling, running, or fitness.
• Experience supporting both internal and BPO (outsourced) contact center teams.
• Familiarity with Zwift, gaming, the software industry, or fitness technology.
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If Zwift determines in any stage of our interviews that any AI tools are being used without disclosure or citation, your candidacy will be disqualified.

For All US Based Full-Time Positions:

The base salary for this position ranges between $56,500- $88,500. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, qualifications, and geographic location. In addition to base salary, Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses, equity, and a full range of medical, financial, and other perks and benefits.