Experienced Customer Service Training Specialist β Learning and Development Expert
At careerzynith, we're dedicated to challenging the existing idea that nice things should cost a lot. Our mission is simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. We're a retail and technology company co-founded by a team that has extensive experience in retail, technology, and building early-stage companies. You'll work with a world-class team from top institutions like Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike.
**Join our team at careerzynith and become a part of our mission to create a better customer experience.**
We're seeking a high-energy, customer-first-oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and on-going development of our team. As a Learning and Development specialist, you'll have a background in customer service and customer retention. The ideal candidate will be able to demonstrate a track record of continuous improvements in their previous roles through utilizing data, multiple adult learning modalities, and continuous team member development.
**Key Responsibilities:**
* Coordinate New Hire on-boarding documentation and candidate on-boarding experience
* Support New Hire Training through leading learning sessions utilizing a variety of modalities
* Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs
* Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program
* Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention
* Schedule and deliver all on-going team continuous education sessions
* Support the Customer Care organization on the creation and improvement of Training materials, where needed
* Actively seek on-going skill development opportunities
* Become a Gladly conversation and Customer Care workflow SOP expert
* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
* Be a leader in demonstrating our careerzynith Values and Operating Principles, prioritizing the Customer First mentality
**Essential Qualifications:**
* Bachelor's Degree
* 3+ years of experience in Training/Learning development
* Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
* Proficiency in computer usage
* Willingness to work different shifts as needed
* Balance and prioritize multiple tasks
* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
**Preferred Experience:**
* Understand contact center processes and flow
* Certification or greater in Instructional design and adult learning
* Prior experience in contact center management or leadership
* Evidence of ability to prioritize, manage, and complete projects with tight deadlines
* Experience delivering messages related to performance
* Ability to give and receive feedback effectively
* Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy
* Desire to thrive in a dynamic, growing environment
* Previous Kaizen/Continuous Improvement experience
**Work Environment and Company Culture:**
At careerzynith, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and enthusiasm. As a Training Instructor, you'll have the opportunity to work with a talented team of professionals who are dedicated to innovation and excellence.
**Compensation and Benefits:**
We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.
Pay Range: $60,000β$65,000 USD
careerzynith provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
**Security Advisory:**
Beware of Frauds
At careerzynith, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, careerzynith emphasizes legitimate recruitment practices. Initial communication is primarily via official careerzynith email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoomβnever via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website.
Apply for this job
**Join our team at careerzynith and become a part of our mission to create a better customer experience.**
We're seeking a high-energy, customer-first-oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and on-going development of our team. As a Learning and Development specialist, you'll have a background in customer service and customer retention. The ideal candidate will be able to demonstrate a track record of continuous improvements in their previous roles through utilizing data, multiple adult learning modalities, and continuous team member development.
**Key Responsibilities:**
* Coordinate New Hire on-boarding documentation and candidate on-boarding experience
* Support New Hire Training through leading learning sessions utilizing a variety of modalities
* Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs
* Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program
* Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention
* Schedule and deliver all on-going team continuous education sessions
* Support the Customer Care organization on the creation and improvement of Training materials, where needed
* Actively seek on-going skill development opportunities
* Become a Gladly conversation and Customer Care workflow SOP expert
* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
* Be a leader in demonstrating our careerzynith Values and Operating Principles, prioritizing the Customer First mentality
**Essential Qualifications:**
* Bachelor's Degree
* 3+ years of experience in Training/Learning development
* Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
* Proficiency in computer usage
* Willingness to work different shifts as needed
* Balance and prioritize multiple tasks
* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
**Preferred Experience:**
* Understand contact center processes and flow
* Certification or greater in Instructional design and adult learning
* Prior experience in contact center management or leadership
* Evidence of ability to prioritize, manage, and complete projects with tight deadlines
* Experience delivering messages related to performance
* Ability to give and receive feedback effectively
* Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy
* Desire to thrive in a dynamic, growing environment
* Previous Kaizen/Continuous Improvement experience
**Work Environment and Company Culture:**
At careerzynith, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and enthusiasm. As a Training Instructor, you'll have the opportunity to work with a talented team of professionals who are dedicated to innovation and excellence.
**Compensation and Benefits:**
We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.
Pay Range: $60,000β$65,000 USD
careerzynith provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
**Security Advisory:**
Beware of Frauds
At careerzynith, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, careerzynith emphasizes legitimate recruitment practices. Initial communication is primarily via official careerzynith email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoomβnever via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website.
Apply for this job