Customer Support Training & Enablement Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and implement ongoing training sessions, workshops, certifications, and learning pathways for Agents and Team Leads.

• Collaborate with Team Leads to pinpoint performance deficiencies and design targeted coaching, remediation, and development initiatives.

• Manage the QA program utilizing AI-driven tools and customer interactions to uncover trends, coaching opportunities, and areas for enhancement.

• Educate and mentor staff to align with Mudflap's customer care standards and integrate company values into certifications and coaching.

• Collaborate with Product, Engineering, Operations, and Support Leadership to create training materials and resources for new products, features, and process updates.

• Oversee LMS administration, learning pathways, certifications, and enablement content while ensuring alignment with SOPs and Guru.

• Develop programs that enhance Team Lead skills and establish clear growth trajectories for Support Agents.

• Monitor QA, CSAT, productivity, training completion rates, speed to proficiency, and other key performance indicators.

• Leverage data, AI, and insights from frontline staff to perpetually elevate Support quality, knowledge, and performance.

• Create a scalable post-onboarding learning framework, enhance QA and coaching practices, ensure effective product release readiness, define clear career development paths, and achieve measurable improvements in quality, CSAT, and speed to proficiency.

⛳️ Requirements

• A minimum of 4 years of experience in Training, Learning & Development, Enablement, or Quality Assurance.

• Proven experience in designing and delivering training and coaching programs.

• Excellent communication, facilitation, and project management abilities.

• Familiarity with LMS platforms, development of learning content, and ticketing/support systems (e.g., Zendesk).

• A data-driven mindset for uncovering performance and learning opportunities.

• Experience with AI-enhanced QA, coaching, or support tools is advantageous.

• A strong passion for nurturing talent and creating a top-tier Support organization.

• Open to remote team members located within the United States who are willing to travel occasionally as needed.

• Must reside in the United States.

• Must be legally authorized to work in the United States for any employer.

• Must not require sponsorship for employment visa status.

🏝️ Benefits

• Commuter benefits to facilitate your travel.

• Complimentary lunches and snacks.

• A collaborative and rapidly growing work environment.

• Competitive salary along with equity in a high-growth startup.

• Various health benefit options available.

• Responsible Time Off policy.

• 401(k) matching program.

• Opportunities and support for significant career advancement.

• Annual Company offsite event (Mudfest!).