CX Training Facilitator

Summary

Join Roadie, a UPS company, as a CX Training Facilitator to lead learning initiatives for Customer Experience teams. You will conduct engaging training sessions, partner with the content team to improve training materials, analyze performance trends, and create tailored training plans. This role requires strong communication and active listening skills, experience with training tools, and the ability to lead groups. You will also act as a CX expert, maintain training materials, handle support cases, and contribute to innovative training content. Roadie offers competitive compensation, comprehensive benefits, and a flexible work schedule.

Requirements

• 1+ year of experience in a training facilitator related role
• Proven success in coaching, mentoring, or training peers
• Strong track record of high-quality performance, especially in meeting quality benchmarks
• Experience with training tools like Lessonly/Seismic Learning or Articulate/Reach
• A solid grasp of modern training methods and e-learning platforms
• Excellent time management, critical thinking, and problem-solving skills
• Natural relationship-builder with strong communication and active listening skills
• Confidence leading groups of all sizes and providing actionable, motivating feedback
• Self-starter with the ability to thrive independently and in collaborative environments
• Passion for personal growth, professional development, and helping others succeed
• Comfort with Salesforce and the ability to use it effectively in a support/training setting

Responsibilities

• Conduct interactive, engaging training sessions that drive learning retention for CX new hires and ongoing team training
• Partner with content team to share insights on training material effectiveness and opportunities for enhancement
• Attend weekly staff meetings to provide training updates on the Roadie platform and new internal SOPs
• Analyze performance trends and uncover learning opportunities at both individual and team levels
• Partner with CX Leadership and the Training & Quality team to create tailored training plans that drive performance
• Act as the go-to expert on all things CX—from processes to product updates
• Maintain polished and up-to-date training materials, including live content, on-demand modules, and assessments
• Stay close to the front lines by handling Support cases monthly to stay current with challenges and customer needs
• Contribute to the creation of fresh, innovative training content and programs
• Support our Customer Support team with coaching and quality improvement efforts
• Assist in conducting Quality Assurance evaluations to uphold high service standards

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore