Customer Care Training Manager - 12 months contract

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

Guiding all client-facing teams, CX Quality & Development is dedicated to nurturing growth through specialized training and upskilling initiatives. Committed to excellence, we empower team members to champion solutions, support, and customer satisfaction, prioritizing exceptional service at every interaction.

• Collaborate with key stakeholders: Engage closely with stakeholders across Remote to develop and implement comprehensive training programs, fostering collaboration and alignment across teams.
• Develop expert-level technical skills: Dive deep into technical aspects within Remote and beyond, honing your skills to an expert level and staying at the forefront of industry advancements.
• Contribute to high-level discussions: Actively participate in regular discussions within the Customer Experience Department, offering valuable insights and contributing to strategic decisions that shape the direction of the team.

What you bring

• High level understanding of all that is Remote, including the platform and help center
• Experience creating presentations for a large audience; direct training content creation experience preferred
• Enthusiasm and energy to drive engagement and foster culture within Remote

Key Responsibilities

• Design and implement training programs: Collaborate with thought leaders within Remote to develop and execute comprehensive training programs tailored to the needs of the organization.
• Project management and creative problem-solving: Utilize your experience or education in project management to creatively approach problem-solving tasks. Independently scope projects, identify key stakeholders, and prioritize buy-in for large training initiatives.
• Vertical-specific training design: Collaborate with managers across various verticals within CX to design specialized training material as per their specific needs and requirements.
• Continuous improvement: Identify opportunities for continuous improvement in training programs and processes, implementing enhancements to optimize effectiveness and efficiency.
• Ownership of new hire training content: Take ownership of the content used in training for new hires, ensuring that they are brought up to speed quickly and efficiently.
• Facilitation of knowledge enablement sessions: Host regular knowledge enablement sessions such as shadowing or co-working sessions at a group or regional level, at least twice per month, to foster continuous learning and development.
• Maintenance of the Customer Experience Training Library: Manage and maintain the Customer Experience Training Library, ensuring that it remains updated and accessible to all client-facing teams.
• Maintain high productivity standards: Maintain productivity standards while demonstrating a high attention to detail, a deep understanding of the customer journey, and a commitment to customer advocacy.

Practicals

• You'll report to: Manager, CX Quality & Development
• Team: Customer Experience - CX Quality & Development
• Location: For this position we welcome everyone to apply
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and t