CX Learning & Development Coordinator

About SimpliSafe

At SimpliSafe, we’re all about making sure everyone feels safe and secure in their own homes. As a leader in the home security world, we put our hearts and souls into innovation and always keep our customers at the forefront of everything we do. When you join our team, you’ll be a key player in bringing peace of mind to our customers. We believe in the power of teamwork and are always looking for ways to help our people grow and develop. Our inclusive culture means that everyone’s voice is valued, and we work hard to create a supportive environment where everyone feels comfortable sharing their ideas. We also get that work-life balance is important, so we offer flexible remote work options. If you’re looking to make a meaningful impact in a company that cares, SimpliSafe is the place for you.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

As a CX Learning and Development Coordinator, you will play a vital role in developing and delivering engaging training programs that inspire and empower our team members. You will utilize diverse delivery methods and creative strategies to ensure participants not only learn effectively but also enjoy the process.

What You’ll Do:

• Develop and enhance engaging training resources focused on voice, digital, and social support for CX frontline operations, ensuring they meet the evolving needs of agents.
• Facilitate training sessions using a variety of delivery methods, including in-person workshops, virtual sessions, train the trainer, and blended learning approaches to cater to different learning styles.
• Partner with the CX Ops team and cross-functional partners to align training programs with operational goals, ensuring relevance and effectiveness.
• Leverage feedback and data analytics to assess training effectiveness, identify areas for enhancement, and implement continuous improvement strategies.
• Provide ongoing support and guidance to participants, fostering a positive learning environment that encourages questions and collaboration.

What We’re Looking For:

• 3-4 years of experience in instructional design or training facilitation, preferably for agent audiences.
• Strong understanding of contact center operations and the tools used by frontline agents.
• Experience in developing and delivering training programs, particularly “train the trainer” methodologies.
• Ability to work collaboratively with cross-functional teams and independently to support training initiatives.
• Excellent communication skills, both written and verbal, with the ability to engage diverse audiences and facilitate discussions.
• Strong organizational skills, with the ability to manage multiple training projects simultaneously.
• Comfortable adapting to changes and providing solutions to enhance training effectiveness.
• Service mindset, prioritizing the customer experience in all training efforts.
• Ability to modify training delivery and engagement strategies based on participant feedback and learning objectives.
• A genuine enthusiasm for teaching and a commitment to helping others succeed in their learning journeys.

Preferred Qualifications:

• Experience in a technology-driven industry, particularly in consumer electronics or home security. 
• Familiarity with adult learning principles and instructional design concepts.

What We Offer:

• Flexible Hybrid Schedule: Work options to accommodate your lifestyle. 
• Paid Time Off: Enjoy paid holidays and additional floating holidays. 
• Health Benefits: Comprehensive medical and dental coverage for you and your family.
• Career Development: Ongoing training and growth opportunities to advance your career.

What Values You’ll Share:

• Customer Obsessed: Build deep empathy for customers and develop long-term relationships. 
• Aim High: Challenge yourself and others to continuously improve. 
• No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
• One Team: Collaborate effectively to achieve success. 
• Lift As We Climb: Invest in the development of others and support their success. 
• Lean & Nimble: Work efficiently and adaptively in a dynamic environment. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to supporting qualified individuals in hiring and employment. If you need accommodations during the application or interview process, please contact [email protected]. If you’re ready to take on this exciting role and help shape the future of learning and development at SimpliSafe, we’d love to hear from you!