Customer Experience Team Trainer

1 week 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, 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.

We invite you to get to know more about us: www.roadpost.com, www.bluecosmo.com, and www.zoleo.com.

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:

1. Develop and implement training programs on products, services, processes, and skills to enhance performance.
2. Lead engaging onboarding for new hires, both permanent and seasonal.
3. Provide ongoing training on new products, technologies, and customer strategies.
4. Use diverse training methods (classroom, virtual, hands-on) to suit different learning styles.
5. Tailor training to agent experience levels and preferences.

Performance Monitoring and Feedback:

1. Observe, audit (ticket QA), and evaluate team members' interactions across voice, email, and chat to identify strengths and areas for improvement.
2. Provide feedback and refresher training to enhance customer experience skills and product knowledge.
3. 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:

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

Reporting and Communication:

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

Defining Success:

1. Training effectiveness is measured through post-training evaluations, performance audits (QA), agent feedback as well as ramp up periods for new hires.
2. 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:

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

Nice to Have:

1. Bilingual (English/French) highly desirable.
2. Experience with customer service platforms like Zendesk, Salesforce, or similar tools.
3. Familiarity with KPI analysis and reporting for customer experience metrics.
4. Experience with instructional design methodologies (e.g. ADDIE) or knowledge base platforms.
5. Familiarity with competency-based training design in collaboration with leadership.
6. Certification in training or coaching (e.g., CPTD, Train-the-Trainer).

What we Offer:

1. Competitive Base Salary
2. Personal & Corporate Bonus
3. RRSP Matching
4. 3 weeks of vacation
5. Health & Dental benefits

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