Customer Service Lead- Training and Development

Responsibilities

• Curate and Maintain Training Materials: Manage our training resources and SOPs, ensuring content remains accurate, up-to-date, and easily accessible.
• Facilitate New Hire Onboarding: Oversee the end-to-end onboarding process, including digital learning modules, coaching sessions, and live trainings.
• Team Leadership & Coaching: Conduct weekly 1:1 meetings with T&D team members to provide performance coaching, skill training, and task alignment based on CS leadership goals.
• Drive Professional Development: Assist in designing and executing continuous learning opportunities and professional development initiatives for the broader team.
• Maintain frontline proficiency by connecting with consumers across our support channels as directed by the CS leadership team.

Qualifications, Skills, and Abilities

• Communication: Excellent written, verbal, and interpersonal communication skills.
• Execution: Highly focused with a strong capacity for task-based work.
• Project Management: Proven ability to manage multiple priorities simultaneously, delegate effectively, and meet deadlines.
• Experience: 1–3 years of experience in instructional design, corporate training, or customer service coaching.
• Technical Proficiency: Familiarity with Helpdesk and ticketing software solutions (e.g., Gorgias, Zendesk, Freshdesk).