Support Trainer

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct and lead regular live training sessions for new hires on product features, workflows, and internal tools.

• Collaborate with essential teams to ensure new employees achieve operational readiness and meet target competency metrics.

• Track and assist learners to maintain a ≥95% pass rate across certification and LMS courses.

• Own and facilitate ongoing internal training sessions, product demonstrations, and feature walkthroughs.

• Provide assistance during enterprise client training sessions and high-value, multi-seat white-glove onboarding.

• Support customer-facing webinars.

• Respond to platform, technical, and Donorbox CRM inquiries during enablement sessions.

• Develop, maintain, and update LMS training modules, course materials, and knowledge-check quizzes.

• Work in partnership with Product Marketing to create training collateral.

• Design and deliver training assessments for new features and products.

• Create, maintain, and publish Knowledge Base articles.

• Ensure Confluence training documentation is accurate and current.

• Prepare support documentation and internal training materials prior to product launches.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Support, Onboarding, Customer Success, or Learning & Development within a SaaS environment.

• Strong public speaking, presentation, and webinar hosting skills.

• Familiarity with CRM systems, LMS platforms (e.g., TalentLMS), and modern support ticketing software (e.g., Zendesk).

• Excellent interpersonal skills with the ability to facilitate communication across Support, Product, and Product Marketing teams.

• High attention to detail with a proven ability to manage multiple training schedules, documentation tasks, and client support sessions concurrently.

• Must be fully remote based in the United States.

• Employment eligibility must be verified through E-Verify for newly hired U.S. employees.

🏝️ Benefits

• Fully remote work from the comfort of your home.

• Generous time off policy of 21 days (including birthday 🎉), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (depending on state).

• Employer-sponsored health insurance plan through TriNet, which includes medical (United Healthcare), dental, vision, and life insurance.

• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%.

• Reimbursement package for home office expenses and professional development, up to $1.5k.

• Eligibility for employee equity plan (stock options).

• Wellness program offering fitness and mindfulness classes.

• Enjoy your work and our mission of serving nonprofits!