Mercury is hiring a
Customer Support Learning & Development Specialist

Summary

Join the Customer Support Learning and Development Team at Mercury to help distill new products and processes into training for a growing team, assist new hires in getting started, and develop training through live methods and documentation. You will be part of a growing CS Operations team dedicated to finding efficiency, clarity, and ease for users and customers.

Requirements

• 2+ years of experience in training and education, preferably in a fast-paced tech environment
• 1+ years of experience in a customer support environment
• Helped facilitate quickly growing teams to do their best work and manage change
• A strong understanding of instructional design and adult learning principles
• The ability to adapt your communication styles to best help others learn
• Innate judgment on how best to deliver information to different audiences based on their needs
• Effectively manage project work and know when to shift priorities
• A habit of exploring ideas to create innovative solutions
• A talent for communicating with others in an inclusive and empathetic way
• Familiarity with Articulate, Guru, Workramp and Notion

Responsibilities

• Organizing and prioritizing: Through assessing learners' needs based on the type of change they need to be informed about
• Documenting and creating: By maintaining our current resources, developing new resources, and actively thinking about where we can make improvements
• Guiding and developing: By actively teaching the CS Team and working cross-functionally to shape enablement for the CS Team through product and process change
• Analyzing and strategizing: By seeking feedback and proactively seeking ways to iterate and scale CS and beyond through data and peer feedback

Benefits

• Base salary
• Equity (stock options)