Learning Experience Specialist -Customer support (Evening/Night Shift)
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- Bangalore, Karnataka
- Permanent
- Full-time
- Design, develop, and maintain training materials and programs across multiple delivery formats including facilitator-led training, video, and eLearning.
- Facilitate in-person and virtual training sessions, including onboarding, systems training, change management training, and other learning initiatives.
- Create and manage training schedules and learning assignments in the Learning Xchange.
- Track and document training progress, learner engagement, and completion metrics through scorecards and reporting tools.
- Evaluate training effectiveness through feedback, assessments, and review cycles, continuously improving training content and delivery methods.
- Partner with People Development and leadership teams to test, refine, and improve training materials and programs.
- Roll out and reinforce job aids, quick reference guides (QRGs), and process updates to ensure teams remain aligned on operational changes.
- Provide ongoing training support and mentorship for new hires and existing team members
- Serve as a Subject Matter Expert (SME) providing real-time support and guidance to Customer Service agents across assigned teams and channels.
- Build strong relationships with 12-20 team members, providing coaching, support, and recognition to help drive performance and engagement.
- Act as the first point of contact for agents seeking guidance on processes, tools, and customer inquiries via Slack, email, Zoom, Gladly, and other approved channels.
- Provide regular performance updates and feedback to support daily productivity, quality standards, and service level goals.
- Facilitate team huddles and meetings to ensure alignment on priorities, updates, and operational goals.
- Assist with complex or escalated customer situations, modeling effective problem-solving and customer-first decision making.
- Partner with leadership to help agents achieve productivity, quality assurance, and CSAT performance goals.
- Monitor operational tools, inboxes, liveboards, and exception workflows to ensure adherence and proper team coverage.
- Participate in quality assurance calibrations to maintain alignment with QA guidelines and expectations.
- Review customer satisfaction feedback and help close the loop with customers while providing coaching insights to leadership.
- Contribute ideas and feedback that improve customer service processes, tools, and systems, including participation in user acceptance testing (UAT) and special projects.
- Support operational tasks and thresholds while ensuring responsibilities are completed within defined timelines.
- High School Diploma or GED required.
- 2 or more years of experience in training, facilitation, or learning development.
- 2 or more years of experience in leadership.
- Strong verbal and written communication skills, including the ability to confidently facilitate training and lead group discussions.
- Demonstrated coaching and mentoring ability with a passion for helping others grow.
- Strong critical thinking and problem-solving skills.
- Ability to collaborate effectively with leaders, SMEs, and cross-functional teams.
- Excellent organizational skills and attention to detail.
- Positive, solution-oriented mindset with openness to feedback.
- Passion for continuous learning, personal development, and team success.
- Proficiency with Microsoft Office (PowerPoint, Excel, Word)
- Experience using Google Workspace (Docs, Slides, Sheets, Drive)
- Familiarity with Slack, Zoom, Gladly, and other workplace communication tools
- Experience working with learning platforms or knowledge management systems is a plus