What this job can offer you

Guiding all client-facing teams, CX Quality & Development is dedicated to nurturing growth through specialized training and upskilling initiatives. Committed to excellence, we empower team members to champion solutions, support, and customer satisfaction, prioritizing exceptional service at every interaction.

Collaborate with key stakeholders: Engage closely with stakeholders across Remote to develop and implement comprehensive training programs, fostering collaboration and alignment across teams.
Develop expert-level technical skills: Dive deep into technical aspects within Remote and beyond, honing your skills to an expert level and staying at the forefront of industry advancements.
Contribute to high-level discussions: Actively participate in regular discussions within the Customer Experience Department, offering valuable insights and contributing to strategic decisions that shape the direction of the team.

What you bring

High level understanding of all that is Remote, including the platform and help center
Experience creating presentations for a large audience; direct training content creation experience preferred
Enthusiasm and energy to drive engagement and foster culture within Remote

Key Responsibilities

Design and implement training programs: Collaborate with thought leaders within Remote to develop and execute comprehensive training programs tailored to the needs of the organization.
Project management and creative problem-solving: Utilize your experience or education in project management to creatively approach problem-solving tasks. Independently scope projects, identify key stakeholders, and prioritize buy-in for large training initiatives.
Vertical-specific training design: Collaborate with managers across various verticals within CX to design specialized training material as per their specific needs and requirements.
Continuous improvement: Identify opportunities for continuous improvement in training programs and processes, implementing enhancements to optimize effectiveness and efficiency.
Ownership of new hire training content: Take ownership of the content used in training for new hires, ensuring that they are brought up to speed quickly and efficiently.
Facilitation of knowledge enablement sessions: Host regular knowledge enablement sessions such as shadowing or co-working sessions at a group or regional level, at least twice per month, to foster continuous learning and development.
Maintenance of the Customer Experience Training Library: Manage and maintain the Customer Experience Training Library, ensuring that it remains updated and accessible to all client-facing teams.
Maintain high productivity standards: Maintain productivity standards while demonstrating a high attention to detail, a deep understanding of the customer journey, and a commitment to customer advocacy.

Practicals

You'll report to: Senior Manager - CX Tooling & Enablement
Team: Customer Experience - Enablement
Location: For this position we welcome everyone to apply
Start date: As soon as possible

Customer Care Training Manager - 12 months contract

Anywhere in the world

Remote

Senior

Remote