Training Specialist, Customer Support

We’re looking for a Training Specialist to help us build and facilitate instructor-led training workshops, subject specialist training content, and eLearning modules for our worldwide Customer Support teams. You’ll be working on onboarding and other training programs to help ensure the ongoing, long-term improvement of Customer Support Advocates’ skills, enabling them to fulfill their potential within the Customer Support team. This role is Hiring in Mexico City, Mexico and will report to Manager, Customer Support Training & Development. 

WHAT YOU’LL DO: 

• Facilitate onboarding for all new Customer Support Advocates, including assessing new hires’ knowledge and providing feedback and guidance 
• Create and lead training programs for Customer Support Advocates across our Ecommerce, Enterprise, and Escalation Center teams on technical skill-building and soft skills such as upselling techniques, contact handling when dealing with difficult customers, business acumen, troubleshooting, chat, and phone-based customer support 
• Create and lead specialized training programs as needed with flexibility and adaptability to deliver some courses in various time zones 
• Collaborate with the product team, Customer Support leadership, and senior Customer Support Advocates to develop and implement training for new product launches, features, and functionality
• Report on training feedback and results, contributing to monthly data reviews and global updates
• Assist in the maintenance of existing courseware and materials 
• Assist in the maintenance of the internal knowledge base
• Research and present new technologies and methodologies in workplace learning 

WHAT YOU’LL NEED: 

• 3-5 years experience (or equivalent combination of education and experience) in course design, course facilitation/instruction, or e-learning design/delivery 
• Experience coordinating and delivering webinars, in-person training, and other virtual training
• Ability to create engaging live and digital content, and present this in a clear and easy-to-learn manner
• Self initiative and a track record of working effectively on an independent basis 
• Knowledge of adult learning theory, training needs analysis, instructional design, information design, training methodologies, learning technologies and measurement strategies is an asset
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Accountability: holds self and others accountable to meet commitments
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

This posting is for a current vacancy for which we are actively hiring.