Trainer

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

📋 Description

• Conduct onboarding sessions for new Customer Support Representatives, focusing on our best practices in customer service.

• Develop user-friendly training materials, guides, and reference tools that representatives can effectively utilize on the job.

• Implement role-plays, practice scenarios, and quick check-ins to ensure trainees feel prepared and confident before they go live.

• Monitor and Coach - Observe the performance of new hires post-training and provide additional coaching as necessary.

• Collaborate with Team Leads and QA to ensure that training aligns with the standards of exceptional customer service.

• Facilitate refresher sessions whenever there are updates or changes in processes.

• Maintain clear documentation of training records, tracking progress and identifying areas for improvement.

• Share insights with leadership to enhance the training process continuously.

• Collaborate closely with the CX Training Lead, Team Leads, and QA to ensure alignment on expectations and standards.

• Act as a liaison between new representatives and the wider support team to prevent any oversight.

• Participate in team meetings and calibration sessions to remain updated on quality expectations and process changes.

⛳️ Requirements

• Proficiency in American Sign Language (ASL).

• Excellent communication skills in both ASL and written English.

• Ability to clearly articulate processes and tailor your teaching methods to accommodate various learning styles.

• Comfortable leading training sessions in a fully remote setting.

• Basic knowledge of video platforms and familiarity with CRM or ticketing systems.

• Experience in customer support, training, or a coaching capacity (approximately 1 year is an ideal starting point).

• Previous experience working with or assisting the Deaf and Hard of Hearing community.

• Background in QA or Team Lead roles — this position has the potential to progress in that direction.

🏝️ Benefits

• 100% remote — work from wherever you excel.

• A supportive and collaborative team that is there for you.

• Opportunities for advancement — high performers can transition into Team Lead or QA positions as we grow.

• This role begins as a contractor position, with the potential to evolve into a full-time employment opportunity.