Training Specialist, Customer Support

We’re looking for a Training Specialist to help us build and facilitate instructor-led training workshops, subject specialist training content, and eLearning modules for our worldwide Customer Support teams. You’ll be working on onboarding and other training programs to help ensure the ongoing, long-term improvement of Customer Support Advocates’ skills, enabling them to fulfill their potential within the Customer Support team. This role is Hiring in Mexico City, Mexico and will report to Manager, Customer Support Training & Development.  WHAT YOU’LL DO:  Facilitate onboarding for all new Customer Support Advocates, including assessing new hires’ knowledge and providing feedback and guidance  Create and lead training programs for Customer Support Advocates across our Ecommerce, Enterprise, and Escalation Center teams on technical skill-building and soft skills such as upselling techniques, contact handling when dealing with difficult customers, business acumen, troubleshooting, chat, and phone-based customer support  Create and lead specialized training programs as needed with flexibility and adaptability to deliver some courses in various time zones  Collaborate with the product team, Customer Support leadership, and senior Customer Support Advocates to develop and implement training for new product launches, features, and functionality Report on training feedback and results, contributing to monthly data reviews and global updates Assist in the maintenance of existing courseware and materials  Assist in the maintenance of the internal knowledge base Research and present new technologies and methodologies in workplace learning  WHAT YOU’LL NEED:  3-5 years experience (or equivalent combination of education and experience) in course design, course facilitation/instruction, or e-learning design/delivery  Experience coordinating and delivering webinars, in-person training, and other virtual training Ability to create engaging live and digital content, and present this in a clear and easy-to-learn manner Self initiative and a track record of working effectively on an independent basis  Knowledge of adult learning theory, training needs analysis, instructional design, information design, training methodologies, learning technologies and measurement strategies is an asset Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding Accountability: holds self and others accountable to meet commitments Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs Interpersonal Savvy: relates openly and comfortably with diverse groups of people   WHO YOU ARE: Solution seeker. You’re focused on tackling...