Remote Senior Customer Support Trainer / Program Manager

Summary

Join our team as a Sr. Support Trainer & Program Manager and play a critical role in ensuring that support personnel possess the knowledge and skills required to assist customers effectively with product-related inquiries.

Requirements

• Bachelor's degree in a relevant field (e.g., Education, Training, Business) or equivalent work experience
• Previous experience in product support or technical training roles
• Excellent verbal and written communication skills, with the ability to convey complex technical information in an understandable manner
• Flexibility to adapt training programs to meet the evolving needs of the product and organization
• Solid understanding of the product being supported, with the ability to grasp technical concepts quickly
• Ability to assess training effectiveness and make data-driven improvements
• Collaborative mindset to work with cross-functional teams and build strong relationships
• A focus on customer satisfaction and an understanding of the customer experience

Responsibilities

• Design and develop comprehensive training programs for support personnel to ensure a deep understanding of the product and its features
• Conduct engaging and effective training sessions, utilizing various methods such as classroom training, virtual sessions, webinars, and hands-on exercises
• Assess the performance of support personnel through hands-on exercises, quizzes, tests, and practical evaluations to ensure comprehension and proficiency
• Identify, create, and maintain training documentation, manuals, knowledge articles, and resources for ongoing reference by support teams
• Collaborate on the design/deployment of support-based knowledge initiatives. Incorporate knowledge management principles into training and onboarding efforts. Work with support teams to ID new knowledge opportunities and assess the effectiveness of existing initiatives and programs
• Identify opportunities for improving training programs based on feedback, performance metrics, and evolving product features
• Provide guidance on effective communication and customer service skills, ensuring support teams can handle customer inquiries, issues, and escalations professionally
• Conduct workshops and develop creative sessions to give practical knowledge and hands-on experience in applying troubleshooting techniques to solving support issues with a focus on developing a logical and systematic approach
• Collaborate cross-functionally to understand new features, updates, and changes, translating technical details into accessible training content
• Facilitate the onboarding process for new support personnel, ensuring a smooth transition into their roles

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave