Training Lead

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

📋 Description

• Oversee and mentor a team of Trainers dedicated to providing an outstanding onboarding experience for customers.

• Conduct regular one-on-one meetings to offer feedback, assess performance metrics (KPIs), and assist in the professional development of team members.

• Create and implement a Quality Assurance (QA) strategy to evaluate performance, deliver actionable feedback, and promote ongoing improvement.

• Cultivate a positive and collaborative team atmosphere that emphasizes customer success and operational excellence.

• Formulate and execute enablement strategies to enhance the skills, knowledge, and performance of the team, ensuring Trainers are prepared to deliver a premier onboarding experience.

• Oversee team schedules, including managing PTO and holiday coverage, to maintain smooth operations.

• Detect operational bottlenecks, recommend scalable solutions, and work with cross-functional teams to enact enhancements.

• Create, maintain, and refine Standard Operating Procedures (SOPs) to guarantee consistency, efficiency, and scalability.

• Address recurring technical issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by collaborating with technical teams.

• Recognize opportunities to improve training content and resources, working with cross-functional teams to ensure alignment and ongoing enhancement.

• Analyze team and customer performance data to guide decision-making and enhance the onboarding experience.

• Implement training strategies that align with company objectives and optimize the team’s capacity and impact.

• Serve as an escalation point for complex customer issues, ensuring prompt resolution and exceptional service delivery.

⛳️ Requirements

• Over 3 years of professional experience in fast-paced settings like startups, consulting, or technology.

• More than 2 years of direct people management experience in a titled capacity, leading small teams in a dynamic business environment.

• Demonstrated ability to manage and develop a team, achieving measurable performance improvements.

• A proactive problem solver with a strong commitment to customer success and operational efficiency.

• Excellent communication and collaboration skills, with the capacity to work effectively across various teams.

• Comfortable navigating ambiguous and fast-moving environments with a proactive and resourceful mindset.

• Intellectual curiosity and a data-driven approach, with the capability to analyze performance metrics and implement enhancements.

🏝️ Benefits

• Healthcare

• Dental

• Mental health support

• Parental planning resources

• Retirement savings options

• Generous paid time off