Customer Success Learning Development Specialist

Position Overview

The Customer Success Learning & Development Specialist supports Customer Success and Retail teams through comprehensive training delivery, onboarding support, content maintenance, coaching, and process improvement initiatives. This role serves as a critical resource for employee development and operational knowledge, ensuring teams have the tools and training needed to deliver exceptional customer experiences.

Key Responsibilities

• Facilitate and deliver training programs for Customer Success and Retail teams

• Maintain and update learning materials, SOPs, and process documentation to ensure accuracy and relevance

• Support employee development through ongoing coaching and performance support

• Track training completion, learner progress, and adoption of new processes using operational KPIs

• Serve as a subject matter expert resource for process and operational knowledge

Required Qualifications

• Equivalent combination of education and relevant work experience will be considered

• 1-3 years of experience in customer service, training, onboarding, content support, or process improvement environments

• Experience creating and maintaining training content and documentation

• Demonstrated experience facilitating training or presenting to groups

Additional Qualifications (Preferred)

• Experience with LMS platforms, content management tools, and video creation tools

• Proficiency with CRM systems and knowledge base systems

• Background in instructional design or adult learning principles

• Certification in training delivery or instructional design (e.g., CPTD, ATD certificates)

• Strong Microsoft Office skills, particularly PowerPoint and Word

• Experience in retail or customer success environments

• Familiarity with change management principles and practices

• Previous coaching or mentoring experience

Work Environment

This position is located in a climate-controlled office environment with standard lighting and moderate noise levels typical of professional workspace settings. The role primarily involves sitting at a desk for extended periods while working with computers, phones, and other office equipment. The collaborative environment includes interaction with team members and may require attendance at meetings, conference calls, and cross-departmental communications during regular business hours.

Benefits

• Health, Dental, Vision, Employee Assistance Program

• Paid Time Off; increases with years of service

• Generous Employee Discount on home furnishings

• Professional Development Opportunities

• Tuition Assistance

• Ashley Wellness Centers (location specific)

• 401(k) and Profit Sharing

• Life Insurance

Core Values

• Honesty & Integrity

• Trusted to handle sensitive information and provide accurate, unbiased insights

• Continuous Improvement

• Growth & Results Focus

• Culture of Leadership

• Customer-Centric & Boundaryless

• Operational Excellence

About

If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.

Interested in Learning More?

Click the links below to learn more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values:

• Corporate Social Responsibility
• View Our Corporate Brochure

Equal Opportunity Employer

We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.