Lead, Support Trainer

As the Lead, Support Trainer, you’ll work with the Manager, Training & QA to develop and execute training programs for our growing Customer Support team. From leading a team of trainers and content specialists to optimizing training programs across multiple roles and locations, you’ll turn learning into business impact by boosting agent confidence, accelerating ramp times, and enhancing the customer experience. This role is built for a strategic doer: someone who can turn complex needs into scalable programs, elevate team capability, and transform cross-functional content into actionable support enablement resources. You’ll support the Manager, Training & QA in the direction, design, and delivery of support training for multiple support roles and geographies. You'll mentor and directly manage Training Content Specialists and Trainer, fostering collaboration and continuous improvement. You'll also develop and deliver specialized training programs (virtual with some in-person training needs) and act as a backup facilitator for training programs, as needed.