Training and Support Specialist

LegalMatch Logo

LegalMatch

πŸ“Remote - Philippines

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

Share this job:

Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.