Job Description - Client Support Training ManagerAbout us:
Here at Wonders, we build products that empower small brick-and-mortar restaurants by liberating them from the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In turn, it empowers them to focus on creating a better customer experience while helping their business thrive.
We obsess over placing our customers first and working backward from there. When our customers succeed, we succeed!
To learn more about our culture, and values, and how you can be a part of helping mom & pop restaurants thrive, please visit us here!https://wondersco.com/about-us/
What we're looking for:
Seeking an exceptional Training Manager who will play a pivotal role in transforming our training programs and elevating the overall quality of our client support teams. The ideal candidate is a dynamic leader with a proven track record in designing and implementing agile training programs within high-growth tech startups. They are a fast learner who stays ahead of industry trends and product developments, ensuring our training materials are always current and effective. This individual excels at both strategic planning and hands-on execution, unafraid to delve into the details to achieve excellence. With strong leadership and people management skills, they can mentor and inspire teams, fostering a culture of continuous learning and improvement. Proficiency in data analysis is essential, as they will use metrics to drive decisions and measure training impact. Resilient and adaptable, they thrive in a fast-paced, ever-changing environment and are committed to long-term growth, ready to make a significant impact on our organization.
What you'll accomplish:
Revamp and Accelerate Training Programs: Develop and implement an agile training strategy that can swiftly adapt to constant product changes and updates, ensuring our client support team is always equipped with the latest knowledge and skills.Design and Deliver Real-Time Training: Create and deliver engaging, up-to-date training modules, including live sessions, e-learning courses, and microlearning resources, that can be quickly updated as products evolve.Establish Continuous Learning Culture: Foster a culture of continuous learning and improvement within the client support team, encouraging proactive knowledge sharing and skill development.Enhance Team Performance: Equip the client support team with the tools and knowledge to deliver exceptional service, improving first-call resolution rates, reducing support ticket volumes, and increasing client satisfaction.Collaborate Cross-Functionally: Work closely with product, engineering, and client support teams to stay ahead of product developments and ensure training materials reflect the most current information.Implement Measurement and Feedback Systems: Establish metrics to evaluate training effectiveness, gather feedback, and continuously improve training programs.One year deliverables:
Agile Training Framework: Develop and implement an agile training framework that reduces the time from product update to team trainingUp-to-Date Knowledge Base: Create and maintain a dynamic knowledge base and training library that is always current, reducing knowledge gaps in the client support team.Improved Performance Metrics: Achieve a significant improvement in key performance indicators such as first-call resolution rate, average handling time, and client satisfaction scores.Onboarding Acceleration: Reduce new hire onboarding time, enabling new client support staff to become fully productive more quickly.Continuous Improvement Process: Establish a feedback loop with client support representatives to continually refine and enhance training materials based on real-world experiences.Cross-Departmental Alignment: Build strong relationships with product and engineering teams to anticipate product changes and proactively prepare training materials ahead of releases.About you:
Experience and Education:
Bachelor's degree in Education, Human Resources, Business, or a related field. A Master's degree is a plus.Minimum of 5 years of experience in training and development, preferably in a high-growth tech startup environment.Proven track record of designing and implementing agile training programs that adapt quickly to product changes.Skills and Competencies:
Exceptional communication skills in both English and Mandarin are required to effectively convey complex information clearly and concisely.Agile Training Expertise: Strong ability to develop training programs that can be rapidly updated and deployed in response to product changes.Technologically Proficient: Familiar with modern training tools, e-learning platforms, and Learning Management Systems (LMS).Collaborative Leader: Experience working cross-functionally with product, engineering, and support teams.Analytical Mindset: Proficient in using data and metrics to assess training effectiveness and drive continuous improvement.Adaptable and Resilient: Thrives in a fast-paced, ever-changing environment with a positive attitude.Passionate Educator: Deep commitment to empowering teams through effective training and development.Personal Attributes:
Innovative Thinker: Continuously seeks new methods and technologies to enhance training effectiveness.Problem Solver: Proactively identifies training gaps and implements solutions.Customer-Centric Mindset: Understands the importance of client satisfaction and how training impacts the client experience.Bonus points:
You have experience in a consumer driven industry with a passion for the customer.Instructional Design Certification: Certified in instructional design, e-learning development, or related areas.Knowledge of Agile Methodologies: Familiarity with agile project management and development practices.Experience with Microlearning: Skilled in creating bite-sized learning modules that facilitate quick and effective knowledge transfer.You have a roll up your sleeves mentality with current or prior experience working in a fast paced, collaborative, highly ambiguous environment frequently wearing more than one hat.#J-18808-Ljbffr