The Learning & Development Specialist - Customer Experience supports designing and delivering training programs for customer service teams to enhance communication, soft skills, and service knowledge.
They conduct onboarding, refresher training, and coaching, develop training materials, facilitate role plays, and analyze customer feedback to identify training gaps.
The role involves monitoring quality, maintaining knowledge bases, supporting real-time operations, and leveraging AI tools to improve training effectiveness and customer satisfaction.
Qualifications include 3-5 years of customer service or training experience, strong facilitation and coaching skills, familiarity with CRM and AI tools, and a data-driven mindset. The position offers a hybrid work environment, salary range of $60,000-$72,000, and comprehensive benefits.