Customer Support Lead Training Instructor

We are seeking an experienced Lead Trainer to develop and implement training programs that align with organizational goals. This role involves mentoring trainers, applying adult learning principles, and continuously improving training effectiveness based on feedback and performance data. The ideal candidate thrives in fast-paced environments, adapts to organizational changes, and fosters a positive learning culture.

• Develops and refines training programs to align with business objectives, leveraging data-driven decision-making
• Mentors trainers and provides coaching to enhance agent performance and address knowledge gaps
• Leads by example in training delivery best practices, ensuring consistent and engaging learning experiences
• Conducts 1:1 coaching sessions with agents, creating action plans based on QA behaviors and performance metrics. Builds strong relationships with trainees, operations, and leadership, ensuring seamless communication of training plans and updates
• Collaborates with Instructional Designers to enhance training materials and identify emerging training needs.Assists in developing training initiatives focused on soft skills, product knowledge, and system updates
• Applies adult learning principles to design and improve training materials, including slide decks, guides, and assessments.Adapts to organizational changes, supporting the rollout of new policies, tools, and technologies
• Thrives in fast-paced environments, promoting a growth mindset and fostering an inclusive learning culture
• Strong facilitation, coaching, and leadership skills
• At least 1-2 years leadership experience in a customer support role
• Experience in developing and delivering training programs. Ability to analyze performance data and adjust training strategies accordingly
• Proficiency in Microsoft Office Suite and presentation tools
• High emotional intelligence and ability to foster a positive learning environment. Strong communication and collaboration skills with key stakeholders
• Knowledge of adult learning principles and instructional design best practices
• Some traveling required

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program