Experienced Customer Service Training Specialist – Learning and Development Expert

At blithequark, we're dedicated to revolutionizing the retail and technology industry by providing high-quality products at affordable prices. Our mission is to challenge the existing idea that nice things should bolthires a lot, and we're committed to creating a better deal for both our customers and our factory partners. As a Customer Service Training Specialist, you'll play a vital role in shaping the customer experience and driving business growth. About blithequarkblithequark is a retail and technology company co-founded by a team of world-class talent from top institutions such as Stanford GSB, bolthires, D.E.Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, and Nike. Our team is passionate about creating a better future for our customers, employees, and the environment. We're committed to sustainable materials, sustainable production methods, and fair wages for factory workers. Job SummaryWe're seeking a high-energy, customer-first oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and on-going development of our team. As a Learning and Development specialist, you'll have a background in customer service and customer retention, and you'll be able to demonstrate a track record of continuous improvements in your previous roles through utilizing data, multiple adult learning modalities, and continuous team member development.Key Responsibilities* Coordinate New Hire on-boarding documentation and candidate on-boarding experience* Support New Hire Training through leading learning sessions utilizing a variety of modalities* Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs* Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program* Implement new modalities that improve customer experience measured by the decrease in agent-driven DSATs and increased customer retention* Schedule and deliver all on-going team continuous education sessions* Support the Customer Care organization on the creation and improvement of Training materials, where needed* Actively seek on-going skill development opportunities* Become a Gladly conversation and Customer Care workflow SOP expert* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve* Be a leader in demonstrating our blithequark Values and Operating Principles, prioritizing the Customer First mentalityEssential Qualifications* Bachelor's Degree* 3+ years of experience in Training/Learning development* Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups* Proficiency in computer usage* Willingness to work different shifts as needed* Balance and prioritize multiple tasks* Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolvePreferred Experience* Understand contact center processes and flow* Certification or greater in Instructional design and adult learning* Prior experience in contact center management or leadership* Evidence of ability to prioritize, manage, and complete projects with tight deadlines* Experience delivering messages related to performance* Ability to give and receive feedback effectively* Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy* Desire to thrive in a dynamic, growing environment* Previous Kaizen/Continuous Improvement experienceWork Environment and Company Cultureblithequark is a dynamic and growing company that values innovation, customer satisfaction, and employee development.Our team is passionate about creating a better future for our customers, employees, and the environment. We offer a collaborative and inclusive work environment, with opportunities for growth and development. Our company culture is built on our core values of Customer First, High Quality, Essential Design, Always a Better Deal, and Environmentally and Socially Conscious. Compensation and BenefitsWe offer a competitive salary range of $60,000 - $65,000 USD, with bonus eligibility based on individual performance and contribution to our strategic goals.We also offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off. Security AdvisoryAt blithequark, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, we emphasize legitimate recruitment practices. Initial communication is primarily via official blithequark email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms bolthires Meets or Zoom – never via messaging apps or other calling services.Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means. If you're a motivated and customer-focused individual who is passionate about learning and development, we encourage you to apply for this exciting opportunity. Please through our official website, and we'll be in touch to discuss your qualifications further. Equal Employment Opportunityblithequark is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.