CX Training Facilitator

Level up Customer Experience (CX) teams through impactful training and development. In this role, you’ll be at the center of our learning initiatives—leading new hire trainings, delivering engaging refreshers, and collaborating cross-functionally to identify and close learning gaps. You will equip CX team members with the knowledge, tools, and confidence they need to exceed expectations and provide top-tier service to our community of Roadie customers. Conduct interactive, engaging training sessions that drive learning retention for CX new hires and ongoing team training. Partner with content team to share insights on training material effectiveness and opportunities for enhancement. Attend weekly staff meetings to provide training updates on the Roadie platform and new internal SOPs. Analyze performance trends and uncover learning opportunities at both individual and team levels. Partner with CX Leadership and the Training & Quality team to create tailored training plans that drive performance. Act as the go-to expert on all things CX—from processes to product updates. Maintain polished and up-to-date training materials, including live content, on-demand modules, and assessments. Stay close to the front lines by handling Support cases monthly to stay current with challenges and customer needs. Contribute to the creation of fresh, innovative training content and programs. Support our Customer Support team with coaching and quality improvement efforts. Assist in conducting Quality Assurance evaluations to uphold high service standards.