Senior CX Trainer

[Employer] is the connected system powering the travel industry.

More than 50,000 travel agencies and advisors trust [Employer] to help them prove their value, simplify their work, and grow their businesses. Our platform is where they go to manage clients, design and sell stunning trips, market their brands, and run the back office.

Travel is booming, a new generation of advisors is reshaping the industry, and [Employer] builds the tools they run on. Come help shape how an entire industry works.

About the Role

Training is how advisors and agencies get to value fast. When someone learns [Employer] from one of our trainers, they build better trips sooner, use more of the platform, and stay with us longer.

This is our most senior training seat. Almost all of your day is live 1:1 and group trainings over Zoom, for advisors and agencies of every size. In person is rarer, but it matters: when we need it, you're the trainer we send, solo to a top partner's headquarters to train a room of 50 to 100 advisors, to select conferences, or into a working session with a partner's leadership team. You'll also set the quality bar for the rest of the training team and help them reach it.

You'll report to our Director of Client Experience and work closely with our CX, Strategic Accounts, sales and product teams. This is not an on-the-road job, but expect occasional travel to partner headquarters and select industry events.

What You'll Own

Daily training that sticks. Live 1:1 sessions over Zoom that solve a specific problem, especially in a customer's first 90 days, taught once so the customer moves on. Every session is prepped, delivered and followed up.

Group sessions at scale. Recurring group trainings over Zoom and office hours, host agency and consortia sessions, and onboarding cohorts for large rollouts reaching thousands of advisors.

Our most important partners, in person when it counts. Solo onsite trainings at partner headquarters, and being the polished face of [Employer] with their leadership.

Select conferences and partner events. Booth, breakout sessions, and the dinner afterward. You know the product cold and represent us well.

The quality bar. The session standard, the QA rubric, onboarding for new trainers, and coaching the trainers around you so every session gets better.

The curriculum. Build and refresh training content, recordings and certifications as the product ships new features.

Your Day to Day

• Run live 1:1 and group trainings over Zoom every day
• Follow up on every session through our systems, every time
• Prep for the occasional onsite or event
• Sit in on teammates' sessions and give feedback
• Update curriculum and recorded content as features ship
• Bring what you're hearing back to Product, CX and our account teams

What We're Looking For

You've trained software users for a living. Three or more years delivering customer training, ideally in SaaS, with real time in front of a room, not just on Zoom.

You're polished with senior people. If a partner's CEO pulls you into their office, you're ready.

You can run a room. Groups of 10 to 100, live questions, competing perspectives. A 1:1 that turns into a team of ten doesn't rattle you.

You learn a product cold. And you can explain it simply to anyone.

You raise the bar for others. You hold yourself to a high standard and help teammates get there too.

You can represent us solo. When an onsite or event comes up, you're comfortable traveling and being the face of [Employer] on your own.

You are authorized to work in the United States.

Bonuses

• You've used [Employer] yourself
• Experience in the travel industry, especially with host agencies, consortia or advisor networks
• Experience with Intercom, HubSpot, Zoom webinars or a learning platform
• Experience building curriculum or certifications

What We Offer

• Competitive compensation: $58,000 to $71,000 base, plus quarterly KPI bonus. Final offer depends on experience and location.
• Health, Dental & Vision insurance for you and your family.
• Life and Disability insurance.
• 401(k) with automatic company contribution.
• Unlimited Vacation + Annual Travel Stipend.
• Annual all team retreat to connect the whole company in person.
• Technology, learning budgets, and more.

Location & Eligibility

This position is available as a remote opportunity within our distributed team, or as a hybrid role based in our Pennington, NJ, Lincoln, NE, or Omaha, NE offices. Candidates based in Florida are a strong plus, given where several of our largest partners are located, but not required.

At this time, we're not considering applicants who need immigration sponsorship (additional work authorization or permanent work authorization), now or in the future, to work in the United States.

Originally posted on [Employer]