Training Specialist, Customer Support

About the role

We are seeking a Training Specialist to design, deliver, and maintain instructor‑led workshops, eLearning modules, and specialized training for our global Customer Support teams. The role focuses on onboarding new advocates and continuously improving the skills of existing staff across ecommerce, enterprise, and escalation centers.

Key responsibilities

• Facilitate onboarding for all new Customer Support Advocates, assess knowledge, and provide feedback.
• Create and lead training programs covering technical skills, soft skills, upselling, difficult‑customer handling, business acumen, troubleshooting, chat, and phone support.
• Develop specialized courses adaptable to multiple time zones and deliver them via webinars, in‑person sessions, or virtual platforms.
• Collaborate with product, support leadership, and senior advocates to build training for new product launches and feature updates.
• Report training outcomes, contribute to monthly data reviews, and update global training materials.
• Maintain existing courseware, internal knowledge base, and research emerging learning technologies.

Required profile

• 3‑5 years of experience in course design, facilitation, or e‑learning delivery.
• Proven ability to coordinate webinars, in‑person, and virtual training sessions.
• Self‑starter with strong independent work habits.
• Excellent written and verbal communication, active listening, and clarification skills.
• Accountable, collaborative, and customer‑focused mindset.
• Comfortable interacting with diverse groups and building relationships.

Required skills