Trainer
Department: Customer Support / Operations
Location: Remote
Reports to: VP of Operations
Employment Type: Full-Time Contractor (with path to FTE)
ABOUT THE ROLE
We're looking for someone who loves helping people grow. As a Trainer, you'll be the first point of contact for new Customer Support Representatives joining our customer support team. You'll guide them through onboarding, help them build confidence, and set them up for success on the job.
This is a great opportunity for someone who enjoys teaching, communicating, and making a real difference in how a team performs. And if you're looking to grow, this role has a clear path into a Team Lead or Quality Assurance position.
WHAT YOU'LL DO
Train & Onboard New Reps
- Run onboarding sessions for new Customer Support Representatives, covering our customer service best practices.
- Create easy-to-follow training materials, guides, and reference tools that reps can actually use on the job.
- Use role-plays, practice scenarios, and quick check-ins to help trainees feel ready and confident before they go live.
Support & Coach
- Keep an eye on how new hires are doing after training and step in with extra coaching when needed.
- Work with Team Leads and QA to make sure your training lines up with what great customer service actually looks like.
- Run refresher sessions whenever new updates or process changes come down the line.
Track & Report
- Keep clear records of who's been trained, how they're progressing, and where there are gaps.
- Share what you're seeing with leadership so we can keep improving the training process.
Collaborate
- Work closely with the CX Training Lead, Team Leads, and QA to make sure everyone is aligned on expectations and standards.
- Be a connector between new reps and the broader support team to make sure nothing falls through the cracks.
- Join team meetings and calibration sessions to stay current on quality expectations and process updates.
WHAT WE'RE LOOKING FOR
Required
- Fluency in American Sign Language (ASL) — you'll be training reps who support our Deaf and Hard of Hearing community.
- Strong communication skills, both in ASL and written English.
- Ability to explain processes clearly and adapt your approach to different learning styles.
- Comfortable leading training sessions in a fully remote environment.
- Basic familiarity with video platforms and CRM or ticketing tools.
Preferred
- Experience in customer support, training, or a coaching role (about 1 year is a great starting point).
- Prior experience working with or supporting the Deaf and Hard of Hearing community.
- Background in QA or Team Lead work — this role grows in that direction.
WHY YOU'LL LOVE IT HERE
- You'll make a real impact on the people you train and the team as a whole.
- 100% remote — work from wherever you do your best work.
- A supportive, collaborative team that has your back.
- Room to grow — strong performers move into Team Lead or QA roles as we expand.
- This starts as a contractor role, with the opportunity to become a full-time employee.
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