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The Member Services Trainer will be responsible for developing, maintaining, and delivering new hire, product, processes, and related training to agents in alignment with business objectives and strategies. In partnership with Member Services leadership and auxiliary teams, the Trainer will assist in identifying training gaps and implementing solutions that meet business needs.
Job Responsibility:
Partner cross-functionally with internal stakeholders and subject matter experts to translate business processes, product updates, and priorities into engaging, learner-centric training for Member Services teams
Develop, update, and maintain Member Services training materials
Create and manage accurate, up-to-date Knowledge Base content
Design and facilitate new hire and ongoing learning programs for front-line Member Services staff
Measure training effectiveness against key performance indicators (KPIs)
Provide ongoing coaching, guidance, and support to agents and managers
Communicate updates to processes, procedures, and support policies clearly and in a timely manner across all support channels
Requirements:
Bachelor's Degree or 2+ years prior work experience in a fast-paced operations/call center environment is highly recommended
Basic understanding of learning design, adult learning methodology, and meeting facilitation practices
Multi-channel support experience preferred
Strong public speaking and communication skills
Proficient in Microsoft Office and virtual meeting platforms
Comfortable with dynamic technology and learning new tools
Strong analytical, organizational, and problem-solving skills
Effective at managing multiple priorities and cross-functional collaboration
Excellent time management and interpersonal skills
What we offer:
Competitive base salary and benefits effective day one
Comprehensive medical and dental through our own health solutions
Unlimited PTO
Mental health support, retirement planning, and financial protection
Professional development with clear career progression and learning budgets
Mission-driven culture where diverse perspectives drive real impact on people's health