Support Training Lead - Makati City

Job Description

The Support Training Lead role at the company involves designing, implementing, and managing training programs for customer support teams. The ideal candidate will develop training strategies, create engaging learning materials, and ensure support agents are equipped with the skills and knowledge to provide excellent customer service. This role requires a strong background in training, coaching, and process improvement, as well as a deep understanding of customer support best practices and technologies. Role involves:

• Training support agents to enhance knowledge.
• Understanding product changes to train agents effectively.
• Managing and reporting on enablement metrics.
• Managing projects/programs for Enablement globally.
• Collaborating with various teams to improve agent performance.
• Improving the agent learning experience through analytics.
• Presenting findings to leadership and cross-functional teams.

Requirements:

• 5-7+ years of experience in learning & development, training, or enablement.
• Proven track record of designing and delivering training programs.
• Strong facilitation, coaching, and mentoring skills.
• Excellent communication skills.
• Proficiency in LMS platforms, e-learning tools, and support software.
• Data-driven mindset with experience in measuring training effectiveness.
• Ability to manage multiple projects.

Role offers:

• Opportunity to work in a fast-paced environment.
• Chance to collaborate with cross-functional teams.