Customer Support Training Architect

Hootsuite; Ciudad de México; Presencial; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Hootsuite is seeking a Training Specialist to build and facilitate instructor‑led workshops, develop subject matter content, and create eLearning modules for our worldwide Customer Support teams. You’ll focus on onboarding and ongoing development to raise Advocates’ skills and potential within the Support group.

You will lead onboarding, create training across Ecommerce, Enterprise, and Escalation Center, and collaborate with product and leadership to deploy new features.

Formación

• 3–5 years experience in course design, facilitation, or e-learning design/delivery.
• Experience coordinating webinars, in-person and virtual training.
• Ability to create engaging live and digital content and present clearly.
• Self-initiative with a track record of independent work.
• Knowledge of adult learning theory, training needs analysis, and instructional design is a plus.

Responsabilidades

• Facilitate onboarding for new Customer Support Advocates and assess knowledge.
• Create and lead training programs across Ecommerce, Enterprise, and Escalation Center teams.
• Deliver training on technical skills, soft skills, and customer handling techniques.
• Collaborate with product and Support leadership to train on new product launches.
• Report on training feedback and participate in monthly reviews.
• Maintain existing courseware and internal knowledge base.
• Research and present new technologies and methodologies in workplace learning.

Conocimientos

Course design

Instruction delivery

e-learning design

Webinar delivery

Content creation

Adult learning theory

Collaboration

Communication

Descripción del empleo

Hootsuite is seeking a Training Specialist to build and facilitate instructor‑led workshops, develop subject matter content, and create eLearning modules for our worldwide Customer Support teams. You’ll focus on onboarding and ongoing development to raise Advocates’ skills and potential within the Support group.

You will lead onboarding, create training across Ecommerce, Enterprise, and Escalation Center, and collaborate with product and leadership to deploy new features.