Sr CX Trainer
We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
The Sr CX Trainer is a key contributor within our Learning and Development team, as part of the Customer Experience Operations department. Reporting directly to the Team Coach CX Learning, the Sr CX Trainer is instrumental in facilitating the growth and development of both new hires and existing employees, with a primary focus on delivering customer service training.
Their role involves delivering a wide array of training programs that are aimed at equipping all employees with the necessary knowledge and skills for excellent customer service. The Sr CX Trainer takes the lead in keeping the team updated on the latest protocols, policies, and techniques pertinent to customer service, with particular emphasis on soft skills and non-technical assistance such as handling queries on memberships or billing.
The Sr CX Trainer employs a diverse range of instructional techniques and delivery methods, including classroom instruction, e-learning modules, and on-the-job training. This ensures a dynamic and interactive learning environment that caters to various learning styles and fosters a practical understanding of customer service procedures.
A critical part of this role involves monitoring the progress of employees and evaluating the effectiveness of the training programs. The Sr CX Trainer uses these assessments to continually improve the curriculum, ensuring it stays relevant and effective in meeting the evolving needs of the team and the organization.
Working closely with other members of the Learning and Development team and cross-functional teams, the Sr CX Trainer ensures that the customer service training aligns with the broader learning objectives of the organization and the specific requirements of the Customer Experience team.
In summary, the role of the Sr CX Trainer is crucial to the ongoing development and performance of the Customer Experience team. Their dedication to fostering customer service skills and knowledge is central to our commitment to delivering outstanding service to our customers.
Please note we are currently hiring for 1x Service-focused Trainer and 2x Technical-focused Trainers at this time.
In addition, the working hours for this opportunity are Monday to Friday, 9AM - 5PM Eastern Standard Time
What we're looking for:
- Minimum of 5 years of experience as a trainer (or related role) delivering blended service and/or technical training programs within a Customer Experience or operations department.
- Proven experience in applying adult learning principles design models, instructional techniques and delivery methods to deliver engaging and effective training programs.
- For service trainers: Strong knowledge of customer service operations, principles and best practices, enabling the delivery of relevant and up-to-date service training.
- For technical trainers: strong knowledge of technical support systems, IT terminologies, and trends, enabling the delivery of relevant and up-to-date technical training.
- Proficiency with Learning Management Systems (LMS) and e-learning platforms, with the ability to assign, deliver, and track training modules
- Strong communication, collaboration, and interpersonal skills, with a demonstrated ability to work effectively with diverse teams and stakeholders.
- Strong presentation and facilitation skills
- Strong organizational and project management skills, with a proven ability to manage multiple priorities simultaneously, ensuring all tasks are completed within the stipulated timelines.
- Strong knowledge of learning and development trends and technologies to deliver cutting-edge training programs.
- Demonstrated ability to monitor and evaluate the success of programs, making necessary adjustments to meet evolving needs of the department and company.
- Preferred: Familiarity with 1Password's products and services
What you can expect:
- Needs assessment
- Contribute data and insights to the learning & development needs analysis of the Customer Experience Service and/or Technical teams.
Training design and development
- Provide input on blended training program/curricula design, content, instructional techniques/delivery methods, and assessments, based on their experiences with training Service and/or Technical Support employees.
Training delivery
- Partner with Service and/or Technical Support leaders, instructional designers, and other key stakeholders to plan and implement the rollout of training programs and curricula (e.g. establishing a calendar).
- With assistance from instructional designers, prepare to deliver training programs.
- Coordinate the delivery of training programs, including scheduling and assigning employees to training via the LMS. Track participant progress and completion.
- Utilize the most effective instructional techniques and delivery methods given the training content and participant competency levels and learning preferences to deliver an effective and engaging learning experience. Methods may include virtual classroom instruction, on-the-job training, coaching/shadowing, buddy programs, eLearning, etc.
- Apply best practices in adult learning principles and accessibility/inclusive design into program delivery
- Liaise with managers and team coaches of training participants to discuss training program progress/completion and identify opportunities for them to reinforce training on the job.
Training evaluation
- Regularly reviews reporting on metrics to monitor and assess program effectiveness.
- Give real-time feedback to instructional designer on what's working and could be improved in training programs, and supports continuous quality improvement practices to refine and enhance training programs/curricula.
United States-based roles only: The Annual salary for this role is between $88,000USD and $118,000USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off and, where applicable, participation in our incentive programs. All employees are owners of 1Password and receive an equity grant as part of their total package. At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
What we offer:
We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:
Health and wellbeing
> 👶 Maternity and parental leave top up programs
> 👟 Wellness spending account
> 🏝 Generous PTO policy
> 💖 Company-wide wellness days off scheduled throughout the year
> 🧠 Complimentary Headspace membership
> 🩺 Comprehensive health coverage
Growth and future
> 📈 Employee stock option program for all full time employees
> 💸 Retirement matching program
> 💡 Training budget, 1Password University access, and learning sessions
> 🔑 Free 1Password account (and friends and family discount!)
Flexibility and community
> 🤝 Paid volunteer days
> 🌎 Employee-led DEI&B programs and ERGs
> 🏠 Fully remote environment
> 🏆 Peer-to-peer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
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