Team Trainer, Customer Support

  • Coinbase
  • Portland, OR
  • Feb 17, 2019

Job Description



Here are Coinbase, continuous learning is one of our core values. As a team trainer for Customer Support, you'll have the opportunity to take this value in practice by building learning experiences for our teams.

From classroom trainings to developing instructional materials, you'll have the opportunity to help us work towards our mission of building an open financial system for the world through supporting our Customer Service practice.

Responsibilities:
  • Lead training for our global support team both in-person and via video, including:
    • New hire trainings for Customer Support
    • Refreshers and targeted improvement trainings
    • Change management trainings for new scopes of work
  • Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill knowledge in both Support and crypto across our team
  • Utilize data and observations to identify learning gaps and areas of opportunity to improve performance for our Support teams
  • As as a key partner for our our vendor training teams by leading train-the-trainer modules with our vendor trainers, as well as coaching and guiding them on Customer Support procedures
  • Apply best practices on training, coaching, and developing high-quality instructional materials to help build up our training resources for Customer Support
  • Work with our LMS to develop e-learning, self-directed training modules, and administration
  • Support our QA team by participating in audits, calibrations, and performance analysis
  • Proactively look for opportunities to improve our training and customer experience for Customer Support
  • Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)

Requirements:
  • You are passionate about Coinbase and providing high-quality service to our customers!
  • 3+ years of experience as a trainer within customer service industry (financial services and/or technology strongly preferred)
  • Demonstrated experience with training in fast-paced, scaling environments
  • Experience engaging with vendor trainers and offshore training teams
  • Strong understanding of training best practices, as well as KMS/LMS systems
  • Experience with process documentation and technical process mapping
  • Fluency with Confluence, Google Suite, JIRA, Salesforce Service Cloud and Excel
  • Experience with LMS, blended learning designs, and training effectiveness KPIs
  • Fantastic communication skills -- you can code-switch to breakdown topics across different audiences in a clear, kind, and effective manner
  • Experience with LMS, blended learning designs, and training effectiveness KPIs
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

 

 

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.