Customer Experience Team Trainer

2 weeks ago

Toronto, Canada Roadpost Full time

**About Roadpost**:
Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.

Roadpost has over 90 employees between our Toronto and Seattle offices, serving over 140,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions. We value innovation, teamwork, and an entrepreneurial ability to get things done.

**Summary**:
We are looking for a skilled and dynamic Customer Experience Team Trainer to enhance call center performance through comprehensive training programs, knowledge and resource management. This role plays a key part in optimizing customer interactions across ZOLEO, Roadpost, and Bluecosmo by ensuring the Customer Experience team is well-equipped with the knowledge, skills, and tools to deliver outstanding service.

As the Team Trainer, you will be responsible for designing, delivering, and evaluating training programs focused on product knowledge, customer service best practices, and process optimization. You will also guide the team in effectively using tools and technology to meet customer needs in a fast-paced, competitive industry. Your expertise will directly impact service quality, team efficiency, and overall customer satisfaction. This role operates in a hybrid work environment and reports into the Senior Manager, Customer Experience.

**Key Responsibilities**:
**_Training Development and Delivery_**
- Develop and implement training programs on products, services, processes, and skills to enhance performance.
- Lead engaging onboarding for new hires, both permanent and seasonal.
- Provide ongoing training on new products, technologies, and customer strategies.
- Use diverse training methods (classroom, virtual, hands-on) to suit different learning styles.
- Tailor training to agent experience levels and preferences.

**_Performance Monitoring and Feedback_**
- Provide feedback and refresher training to enhance customer experience skills and product knowledge.
- Collaborate with Team Leads to develop personalized coaching plans and competency goals that support employee growth, providing supplemental resources for skill gaps.

**_Training Materials, Tools, and Continuous Improvement_**
- Develop and maintain training materials (manuals, presentations, videos, knowledge base) and structured learning frameworks (onboarding, skill progression).
- Manage internal knowledge base content.
- Utilize e-learning platforms and technology for scalable, interactive training.
- Collaborate with product and tech teams to align training with updates and AI enhancements.
- Continuously refine programs based on feedback, business needs, and emerging industry and AI trends.

**_Reporting and Communication_**
- Track and report on training effectiveness, SOP adoption rate, employee performance improvement, customer experience metrics, and their impact on QA scores or handling time.
- Provide regular updates to leadership on training progress, challenges, and recommendations for improvement.
- Act as a liaison between the Customer Experience team and other departments to ensure training aligns with business objectives.

**_Defining Success_**
- Training effectiveness is measured through post-training evaluations, performance audits (QA), agent feedback as well as ramp up periods for new hires
- Key success metrics include Increased First-Call Resolution (FCR), Reduced Average Handling Time (AHT), Improved Ticket QA Scores, Higher Agent Productivity (like subscribers/CSR) & Engagement

**Qualifications & Skills**:

- Experience: 3+ years in a training or coaching role, preferably within customer service or the wireless mobile communications industry.
- Education: Bachelor’s degree in business, Communications, Education, or a related field (or equivalent experience).
- Strong understanding of wireless products, services, and customer care operations.
- Exceptional presentation and facilitation skills with the ability to engage diverse audiences.
- Excellent communication, coaching, and interpersonal abilities.
- Proficiency in training tools, e-learning platforms, and Microsoft Office Suite.
- Proven experience designing structured training frameworks, SOPs, and knowledge management systems.
- Successful track record of translating complex processes into clear, actionable resources for diverse learners.
- Analytical mindset with the ability to use data to assess training needs and outcomes.

**Nice to Have**:

- Bilingual (English/French) highly desirable.
- Experience with customer service platforms like Zendesk, Salesforce, or simi

  • Customer Experience Team Trainer

    3 days ago

    Toronto, Ontario, Canada Roadpost Full time

    Job Description:Roadpost, a leading provider of mobile satellite solutions, seeks a skilled Customer Experience Team Trainer to enhance call center performance through comprehensive training programs. The ideal candidate will have 3+ years of experience in a training or coaching role, preferably within customer service or the wireless mobile communications...

  • Customer Experience Team Trainer

    3 days ago

    Toronto, Ontario, Canada Roadpost Full time

    About Roadpost:Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts,...

  • Personal Trainer

    5 days ago

    Toronto, Canada Breakdown Fitness Full time

    As a Personal Trainer with Breakdown Fitness you will be a key part of our team, providing exceptional care and personalized fitness and health solutions to our clients. As part of the Breakdown Fitness team, we expect your commitment in delivering the highest quality experience to our members by adhering to the company and position standards. Experience...

  • Responsable de Produit

    1 day ago

    Toronto, Canada CUSTOMER EXPERIENCE Full time

    Code de demande: 409260 Chez Bell, on ne se contente pas de construire des réseaux de calibre mondial, d’élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : on transforme la façon dont les Canadiens communiquent entre eux et avec le reste du monde. Si vous êtes prêt à donner corps à des idées innovatrices...

  • Gestionnaire de Projet, Informatique Décisionnelle

    2 days ago

    Toronto, Canada CUSTOMER EXPERIENCE Full time

    Code de demande: 374840 Chez Bell, on ne se contente pas de construire des réseaux de calibre mondial, d’élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : on transforme la façon dont les Canadiens communiquent entre eux et avec le reste du monde. Si vous êtes prêt à donner corps à des idées innovatrices...

  • Direct Sales and Customer Loyalty Trainer

    2 days ago

    Toronto, Canada Lifeline of Canada Full time

    We are looking for a motivating and experienced Sales Trainer to join our team. This position is tasked with developing our sales team through motivating training sessions, educational materials, and coaching methodologies. **The main purpose of the job is to**: - Conduct new hire training for Direct Sales, Customer Loyalty - Refresher Training on...

  • Customer Trainer

    2 weeks ago

    Toronto, Canada Activix Full time

    Do you like to teach? Are you able to captivate people’s attention with your sense of leadership and your proactivity? Do the words “clear” and “precise” rhyme with pedagogy for you? You are the person we are looking for the position of Software Trainer on Activix’s team in the greater Toronto area. P.S.: Do you have knowledge about the...

  • Technical Trainer

    1 week ago

    Toronto, Canada Straumann Full time

    **#ChangeMakers** **Ready to make an impact?** We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Personal Trainer

    4 days ago

    Toronto, Canada GYMGUYZ Toronto Midtown Full time

    Are you ready for an amazingly different fitness career experience? It’s time to BUST OUT of the gym! GYMGUYZ is #1 in Home Personal Training nationwide. We are seeking to grow the team of one of our premiere franchises in your area. **JOB DESCRIPTION** The Certified Personal Trainer will be responsible for providing one-on-one and small group...

  • Personal Trainer

    10 hours ago

    Toronto, Canada Benchmark Group Full time

    Job Title: Personal Trainer Company Name: Benchmark Group Locations Available: Westboro neighbourhood of Ottawa, Toronto Downtown Core and Midtown **Job Type**: Contractual/ Part-time Schedule: Flexible Hours Available **Salary**: Starting at $50/hour About Us: Benchmark Group is a leading fitness and wellness company dedicated to delivering...

  • Dog Trainer

    1 week ago

    Toronto, Canada Companion Avenue Full time

    I am looking for a certified dog trainer to join our team at Companion Avenue. This trainer not only understands dogs, but people too; is an excellent teacher, friendly and a great communicator. The trainer has prior experience working as a dog trainer and has completed or is completing their certification. They have the ability to get around the GTA. This...

  • IT Trainer

    2 days ago

    Toronto, Canada ARC Business Solutions Full time

    ARC Business Solutions Inc. is an established, growing and customer oriented information technology solution provider with proven abilities to incorporate strategy, creativity and technical aspects into business solutions. Core business verticals are: Professional IT Services, Enterprise Content Management, Utility Services and Managed Services. ARC...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada Your House Fitness Full time

    We are Your House Fitness, the fitness professionals who come directly to you. Whether, it's at your home, condominium, outdoor or a designated gym, we get the right trainer for you. Whenever, wherever.Our team is passionate about helping our clients' reach their fitness goals and we always go the extra mile. If you an experienced, energetic trainer with an...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada Your House Fitness Full time

    We are Your House Fitness, the fitness professionals who come directly to you. Whether, it's at your home, condominium, outdoor or a designated gym, we get the right trainer for you. Whenever, wherever. Our team is passionate about helping our clients' reach their fitness goals and we always go the extra mile. If you an experienced, energetic trainer with...

  • Clinical Trainer

    4 weeks ago

    Toronto, Canada Sinclair Full time

    Clinical Trainer – Independent Contract We are currently recruiting for a Clinical Trainer in the Toronto, Canada area. This is an independent contract role with frequent travel. The Clinical Trainer is responsible for training a vast array of medical aesthetic technology such as RF, IPL & Laser.About Sinclair Founded in 1971, Sinclair is a global medical...

  • Clinical Trainer

    4 weeks ago

    Toronto, Canada Sinclair Full time

    Clinical Trainer – Independent Contract We are currently recruiting for a Clinical Trainer in the Toronto, Canada area. This is an independent contract role with frequent travel. The Clinical Trainer is responsible for training a vast array of medical aesthetic technology such as RF, IPL & Laser.About Sinclair Founded in 1971, Sinclair is a global medical...

  • Personal Trainer

    2 weeks ago

    toronto, Canada Your House Fitness Full time

    We are Your House Fitness, the fitness professionals who come directly to you. Whether, it's at your home, condominium, outdoor or a designated gym, we get the right trainer for you. Whenever, wherever.Our team is passionate about helping our clients' reach their fitness goals and we always go the extra mile. If you an experienced, energetic trainer with an...

  • Technical Trainer

    10 hours ago

    Toronto, Canada Harmonic Inc. Full time

    **Technical Trainer** Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the...

  • Head Trainer

    3 days ago

    Toronto, Canada Fit District Full time

    About Us Fit District is a boutique strength and conditioning gym that prioritizes personal connections, innovative fitness solutions, and community engagement. We are looking for a Lead Trainer who is ready to take the helm in developing programs, growing memberships, leading a team of trainers, and building relationships in and out of the gym. **Job...

  • Customer Experience Team Lead

    2 weeks ago

    Toronto, Ontario, Canada Roadpost Full time

    About Roadpost:Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts,...