Training and Support Specialist

LegalMatch
Summary
Join LegalMatch Philippines as a Training and Support Specialist and lead new hire training programs, conduct upskilling sessions for Specialists and Team Leaders, and collaborate with cross-functional teams to enhance team productivity and client experience. You will design, deliver, and improve training programs, provide real-time feedback and coaching, support employee transitions, and monitor training effectiveness. This role requires close collaboration and a commitment to continuous improvement. The ideal candidate possesses strong communication and coaching skills, experience with training programs, and proficiency with CRM tools. The position offers a dynamic and innovative environment for career growth within the legal tech industry.
Requirements
- At least 2 years of training experience, preferably in lead gen, sales, technical support or customer support
- Excellent communication and coaching skills
- Ability to create and deliver effective training sessions
- Experience with CRM tools (Salesforce is a plus) and MS Office
- Strong organizational, leadership, and time-management skills
- Flexible and adaptable to changing priorities and schedules
- Self-motivated, proactive, and able to work independently or as part of a team
- Reliable internet connection with a backup connection
- Dedicated, quiet workspace suitable for virtual training
- Willing to work on a graveyard shift
Responsibilities
- Conduct new hire orientation, process and product training, and guide employees through onboarding, skill enhancement, and transitioning to independent work
- Design, deliver, and continuously improve training programs, including advanced training for career advancement, leadership roles, and communication skills to reduce barriers for non-native speakers
- Develop, update, and refine engaging training materials, ensuring clarity, accuracy, and alignment with assessed training needs
- Provide real-time feedback, personalized coaching, and technical support to employees, including team leads progressing through leadership levels
- Support employees during transitions, address specific challenges, and facilitate exit processes for those not completing onboarding
- Serve as a backup and support team operations when needed
- Take phone time hours as part of training activities to stay updated and aligned with processes
- Monitor training and QA effectiveness, analyze insights, and recommend program enhancements to align with organizational goals
- Coordinate with stakeholders to ensure efficient processes, including MRM pairings and comprehensive QA systems
- Collaborate on developing and implementing improved QA processes to drive training and performance outcomes
Preferred Qualifications
- Proactive, adaptable and flexible
- Highly professional
- Willing to go the extra mile to achieve desired outcomes
- Highly collaborative
- Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes