Learning Experience Specialist -Customer support (Evening/Night Shift)

Why you'll love this role

As a Learning Experience Specialist, you will play a key role in supporting both team performance and learning excellence within the Customer Service organization.

In this role, you will act as a subject matter expert, trainer and coach, helping team members deliver exceptional customer experiences while ensuring they have the knowledge and tools to succeed. You will provide real-time operational support to front-line and back-line agents while also designing, facilitating, and improving training programs across the Customer Service organization. Working closely with Customer Service leadership, program managers, instructional designers, knowledge managers, and subject matter experts, you will help drive consistency, performance, and continuous improvement across the team.

This role requires a balance of servant leadership, coaching, operational support, and training development, supporting both new and tenured team members in a fast-paced and evolving environment.

What you’ll do 

Learning & Training Development

• Design, develop, and maintain training materials and programs across multiple delivery formats including facilitator-led training, video, and eLearning.
• Facilitate in-person and virtual training sessions, including onboarding, systems training, change management training, and other learning initiatives.
• Create and manage training schedules and learning assignments in the Learning Xchange.
• Track and document training progress, learner engagement, and completion metrics through scorecards and reporting tools.
• Evaluate training effectiveness through feedback, assessments, and review cycles, continuously improving training content and delivery methods.
• Partner with People Development and leadership teams to test, refine, and improve training materials and programs.
• Roll out and reinforce job aids, quick reference guides (QRGs), and process updates to ensure teams remain aligned on operational changes.
• Provide ongoing training support and mentorship for new hires and existing team members

Team Leadership & Operational Support

• Serve as a Subject Matter Expert (SME) providing real-time support and guidance to Customer Service agents across assigned teams and channels.
• Build strong relationships with 12–20 team members, providing coaching, support, and recognition to help drive performance and engagement.
• Act as the first point of contact for agents seeking guidance on processes, tools, and customer inquiries via Slack, email, Zoom, Gladly, and other approved channels.
• Provide regular performance updates and feedback to support daily productivity, quality standards, and service level goals.
• Facilitate team huddles and meetings to ensure alignment on priorities, updates, and operational goals.
• Assist with complex or escalated customer situations, modeling effective problem-solving and customer-first decision making.
• Partner with leadership to help agents achieve productivity, quality assurance, and CSAT performance goals.
• Monitor operational tools, inboxes, liveboards, and exception workflows to ensure adherence and proper team coverage.
• Participate in quality assurance calibrations to maintain alignment with QA guidelines and expectations.
• Review customer satisfaction feedback and help close the loop with customers while providing coaching insights to leadership.
• Contribute ideas and feedback that improve customer service processes, tools, and systems, including participation in user acceptance testing (UAT) and special projects.
• Support operational tasks and thresholds while ensuring responsibilities are completed within defined timelines.

About You

• High School Diploma or GED required.
• 2 or more years of experience in training, facilitation, or learning development.
• 2 or more years of exper