Client Experience Coaching Specialist

Summary

Join Nextech as a Coaching Specialist and design, implement, and optimize a structured coaching and development program for the Client Experience team. You will work closely with team leaders, Quality Assurance (QA), Workforce Management (WFM), and Voice of the Customer (VoC) teams to analyze performance data and customer feedback, using these insights to refine coaching strategies. This role involves facilitating 1:1 coaching sessions, group training, and skill-building workshops while implementing measurable frameworks to track progress. You will empower employees at all levels with the knowledge, tools, and confidence they need to deliver an outstanding customer experience.

Requirements

• Experience: 5+ years in coaching, training, or professional development, preferably in a SaaS, customer experience, or healthcare environment
• Coaching Expertise: Strong background in coaching methodologies, adult learning principles, and performance improvement strategies
• Communication & Influence: Excellent facilitation, active listening, and interpersonal skills. Ability to provide constructive feedback that drives positive change
• Analytical Mindset: Experience using data and insights to measure effectiveness and improve coaching programs
• Tech-Savvy: Comfortable using coaching tools, learning management systems, and performance tracking platforms

Responsibilities

• Program Development & Execution: Design and implement coaching programs that enhance employee development, improve performance, and align with business objectives
• Individual & Team Coaching: Conduct targeted coaching sessions to support skill-building, problem-solving, and professional growth
• Performance Monitoring & Feedback: Develop a structured approach for assessing progress, providing feedback, and tracking key coaching metrics
• Collaboration & Training: Partner with team leaders and Learning & Development to integrate coaching into onboarding, ongoing training, and career development initiatives
• Data-Driven Insights: Use performance data, customer feedback, and quality assurance insights to continuously refine coaching strategies
• Culture of Continuous Improvement: Foster a coaching culture that encourages knowledge sharing, mentorship, and professional excellence

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options