Training Specialist, Customer Care Call Center

Company Overview

Before we opened Strive Pharmacy we were unsatisfied with the current state of the pharmaceutical industry. Most of the current pharmaceuticals only offer a one size fits all approach and often come with unwanted and potentially dangerous side effects. We found that through compounding we can offer a much more personalized solution to medicine.

Through this we have been able to help patients get the results they are seeking for their personal needs. After years of working for corporate chains we took the risk and opened Strive Pharmacy. We are dedicated to providing a better experience for each customer and clinic that we work with. Come see the Strive difference.

Our Mission

We’re flipping the script with personal medicine. We strive to interrupt an industry that has been closed to personalized care, accessibility, and nuance for too long. We strive to shift a reactive view of self-care and ignite a proactive baseline-shifting approach to health for all. ‘The human element’ is our crux and catalyst, driving all that we do, whether we’re interacting with patients, providers, or practices. We’re here to partner with those ready for a change. More than a compounding pharmacy, we’re on a mission to positively disrupt healthcare as we know it. Strive is about more than medicine. Strive is about striving for the personal side of healthcare.

Position Type: Full-Time, Onsite, Mesa, Arizona

Position Schedule: Set schedule of 40 hours per week. Typically, Monday - Friday, 8:30a - 5pm, Arizona time

Pay range: $25-27 per hour

Position Overview

The Customer Care Training Specialist is responsible for delivering impactful training programs that support new hire onboarding and ongoing development for team members across multiple states. You’ll create clear and engaging training materials, track trainee performance, and partner closely with leadership and cross-functional teams to ensure the Customer Care team stays aligned with changing workflows, systems, and business needs.

This role is ideal for someone who is energetic, organized, patient-focused, and excited to build strong, consistent training foundations in a rapidly evolving environment.

What You’ll Do

• Facilitate new hire training sessions (systems, workflows, call handling, soft skills, etc.).
• Deliver ongoing training such as refreshers, upskilling, and cross-training.
• Develop high-quality training materials including SOPs, job aids, interactive guides, and knowledge articles.
• Maintain the centralized Customer Care training guide and keep all documents version-controlled and up to date.
• Manage onboarding schedules, track trainee progress, and coordinate with supervisors to ensure readiness for live calls.
• Conduct call reviews, QA assessments, and follow-up coaching to support trainee success.
• Identify knowledge gaps and implement solutions such as updated guides, FAQs, workflows, or training modules.
• Collaborate with Customer Care leadership, QA, Pharmacy, Billing, and Technology teams on updates, new processes, and large rollouts (Genesys, HubSpot enhancements, workflow changes, etc.).
• Support change management by preparing training communications, launch plans, and educational materials.

What You’ll Bring

 

• Must have a current and active Arizona Pharmacy Technician license. REQUIRED (not Trainee License)
• Must have a current and active PTCB or CPhT certification. REQUIRED
• 2+ years of professional experience in Call Center Training, or Quality Operations.
• 2+ years of professional experience with training and motivating adult learners.
• Strong written communication skills and the ability to create clear, comprehensive training materials.
• High attention to detail, strong organizational habits, and the ability to manage multiple and changing priorities.
• Comfort with fast-paced environments, evolving processes, and cross-functional collaboration.
• Experience with tools like HubSpot, Genesys, Slack, LifeFile, Google Workspace, and similar platforms.
• Pharmacy or healthcare experience.
• Prior QA/coaching experience.
• Familiarity with e-learning and content creation tools.

Why You’ll Love Working Here

• A supportive, collaborative team that values transparency and continuous improvement
• An opportunity to shape training for a growing national team
• Meaningful, patient-focused work
• Professional development and advancement opportunities as the orga