Client Service Representative Level 2

About the role

The Support Trainer plays a pivotal role in scaling Customer Support and Operations capacity by delivering high-impact new hire training, internal team enablement, and client training support. Working directly under the Training & Enablement Manager, this role absorbs core instructional and administrative workloads—such as onboarding new hires, regular internal training, and maintaining and creating LMS materials—to assist with strategic bandwidth for advanced enablement and product Go-To-Market (GTM) launches.

Responsibilities

• Conduct and facilitate recurring live new hire training, guiding support team members through product features, workflows, and internal tooling.
• Communicate and collaborate with key teams to ensure that all new hires reach operational readiness and achieve target competency metrics before entering into their roles.
• Monitor and support learners to maintain a ≥95% pass rate across all certification and LMS courses.
• Own and conduct regular internal trainings, product demos, and feature walkthroughs for support and operational teams.
• Assist the Training & Enablement Manager with enterprise client training sessions and high-value, multi-seat "white-glove" onboarding.
• Support customer-facing webinars hosted by leadership or enablement managers.
• Answer platform, technical, and Donorbox CRM questions during customer and internal enablement sessions to ensure smooth platform adoption.
• Help create, provide maintenance, and updates for LMS training modules, course materials, and knowledge-check quizzes.
• Collaborate with Product Marketing to ensure training collateral matches official marketing language, platform benefits, and product use cases.
• Build and deliver training assessments (tests/demos) to ensure sales and support reps can successfully demonstrate new features or products prior to release.
• Help create, maintain, and publish Knowledge Base (KB) articles to support quarterly content velocity goals.
• Ensure that key training documentation and materials in Confluence are accurate and up to date.
• Assist in executing the 7-Day Pre-Launch SLA by preparing support documentation and internal training materials ahead of product rollouts.

Qualifications

• 2+ years of experience in Customer Support, Onboarding, Customer Success, or L&D within a SaaS environment.
• Strong public speaking, presentation, and webinar hosting abilities.
• Familiarity with CRM systems, LMS platforms (e.g., TalentLMS), and modern support ticketing software (e.g., Zendesk).
• Excellent interpersonal skills with the ability to bridge communications across Support, Product, and Product Marketing teams.
• High attention to detail with proven ability to handle multiple training schedules, documentation tasks, and client support sessions simultaneously.

Benefits

• Fully remote work from the comfort of your home
• Generous time off policy of 21 days (birthday included), 8 designated/floating holidays, 2 paid volunteer days, and 5+ sick days (dependent on state)
• Employer-sponsored health insurance plan through TriNet, including medical (United Healthcare), dental, vision, and life
• 401(k) retirement plan via TriNet's partner, Empower, with an employer match of up to 4%