Customer Service Lead- Training and Development

Summary

As the Customer Service Lead for Training and Development, you will own the creation and maintenance of our training library, the new hire onboarding experience, and ongoing professional development resources—all while maintaining a hands-on role in resolving customer inquiries. You will strengthen customer relationships by delivering empathetic, connected support and by coaching members of the training and development team to do the same.

Responsibilities

• Curate and Maintain Training Materials: Manage our training resources and SOPs, ensuring content remains accurate, up-to-date, and easily accessible.
• Facilitate New Hire Onboarding: Oversee the end-to-end onboarding process, including digital learning modules, coaching sessions, and live trainings.
• Team Leadership & Coaching: Conduct weekly 1:1 meetings with T&D team members to provide performance coaching, skill training, and task alignment based on CS leadership goals.
• Drive Professional Development: Assist in designing and executing continuous learning opportunities and professional development initiatives for the broader team.
• Maintain frontline proficiency by connecting with consumers across our support channels as directed by the CS leadership team.
  
  

Qualifications, Skills, and Abilities

• Communication: Excellent written, verbal, and interpersonal communication skills.
• Execution: Highly focused with a strong capacity for task-based work.
• Project Management: Proven ability to manage multiple priorities simultaneously, delegate effectively, and meet deadlines.
• Experience: 1–3 years of experience in instructional design, corporate training, or customer service coaching.
• Technical Proficiency: Familiarity with Helpdesk and ticketing software solutions (e.g., Gorgias, Zendesk, Freshdesk).
  
  

Who We're Looking For

We're looking for individuals with a service mindset. These individuals will demonstrate the ability to anticipate and adapt language to better suit the needs of an individual customer and speak with empathy and care. A successful individual in this role will recognize the importance of facilitating meaningful and impactful connections with customers and find meaning training associates to consistently accomplish this goal.