Learning & Development Trainer

About the role

This Long-term Contract position focuses on designing engaging learning experiences, leading instructor-led sessions, and maintaining clear documentation that helps users work confidently with business systems. The role also partners with cross-functional teams to strengthen onboarding, process education, and ongoing skill development through practical and well-structured training solutions.

Responsibilities

• Design and deliver training programs for internal teams, customers, and merchant users who rely on company systems and tools.
• Develop, revise, and organize learning materials such as guides, reference documents, policies, procedures, and forms to keep training content accurate and useful.
• Facilitate instructor-led sessions and respond to additional requests for live systems training as business needs arise.
• Support learners as a coach and trusted resource, providing clear guidance and encouragement throughout the training process.
• Lead learning initiatives by assessing training needs and building solutions for onboarding, software education, leadership development, organizational effectiveness, and process improvement.
• Administer training operations by preparing materials, coordinating resources, tracking participation, and maintaining computerized learning records.
• Establish and maintain knowledge resources, including support for the Service Cloud knowledgebase and other training tools.
• Measure training effectiveness through job and task analysis, course validation, and pre- and post-training evaluations to confirm performance improvement.
• Partner with Customer Support and cross-functional teams to help design, test, and implement system updates that improve operational efficiency.

Qualifications

• Experience creating and delivering employee training programs for varied audiences, including internal staff and external users.
• Strong background in instructor-led training, virtual or computer-based learning, and adult learning methodologies.
• Ability to write and maintain structured documentation, including SOPs, policies, procedures, forms, and training guides.
• Skilled in conducting training sessions that simplify system processes and build user confidence.
• Experience assessing training needs, tracking learning outcomes, and using metrics to evaluate program success.
• Comfortable supporting multiple learning initiatives at once while managing training materials, schedules, and participant records.
• Proficiency with learning content tools and software such as Camtasia or similar training development platforms.