Support Enablement and Training Specialist

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as an Enablement & Training Specialist. You will design and deliver engaging learning programs for our global customer and technical support teams, ensuring a world-class support experience. This hybrid role, based in CDMX with remote work options, requires expertise in adult learning theory and training facilitation. You will collaborate with support leadership and agents, track training progress, and continuously improve our learning materials. This impactful role offers opportunities for career growth within a rapidly expanding, supportive company culture. You'll contribute to improving the safety and efficiency of essential industries globally.

Requirements

• 4+ years of experience leading engaging remote training events, preferably for customer-facing roles
• 1+ years of experience in a technical writing and/or instructional design role
• Bilingual - English (C1 to Native) & Spanish (C1 to Native)
• Expert skills with facilitation tools such as Zoom, Google Slides, Kahoot
• Demonstrated skills leading engaging live or live-virtual learning experiences
• Comfortable facilitating training for technical, professional, leadership, and soft-skills competencies
• Strong problem-solving mentality, with a bias for action and delivering results
• Stellar organization skills, lending to the ability to lead training events across several time zones

Responsibilities

• Facilitate live-virtual and occasionally in-person, instructor-led sessions to increase the engagement of all participants, set expectations, and ensure that both learners and the session leads have the tools they need to fully participate in the learning experience
• Track and report progress for both onboarding and ongoing training events
• Stay connected to our agents and customers by shadowing support agents, sampling tickets, and leading coaching sessions with new agents that are ramping up in their roles
• Review existing training content and make critical updates to ensure the information is correct and complete
• Collaborate on the design and development of new training experiences
• International travel may be required, with up to 25% travel possible for regular duties
• In-person presence will be required for in-person training activities in our CDMX office in the Polanco neighborhood, but virtual classes are remote-flexible
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Preferred Qualifications

• Bachelor’s Degree in a related field or equivalent experience
• Training facilitation skills certification such as ATD Master Trainer or similar
• Intermediate skills with training content development tools such as Lessonly Content Creator, Techsmith Camtasia & Snag-it, Zendesk Guides, Atlassian Confluence
• Experience in a technical support or customer-facing role, preferably with a high-growth startup
• Call center skills certification such as COPC

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund