Global Customer Support Training Specialist

Hootsuite Inc.; Ciudad de México; Presencial; MXN 300.000 - 450.000; Jornada completa

Descripción de la vacante

Hootsuite Inc. in Mexico City is seeking a Training Specialist to build and facilitate instructor‑led workshops, develop subject specialist content, and deliver eLearning modules for worldwide Customer Support teams.

You will lead onboarding and ongoing programs to uplift Advocates’ skills and performance within the Support group. You will design and run onboarding, boost technical and soft skills, collaborate with product and leadership, and report on training effectiveness.

Formación

• 3‑5 years experience (or equivalent combination of education and experience) in course design, course facilitation/instruction, or e‑learning design/delivery.
• Experience coordinating and delivering webinars, in‑person training, and other virtual training.
• Ability to create engaging live and digital content, and present this in a clear and easy‑to‑learn manner.
• Self‑initiative and a track record of working effectively on an independent basis.
• Knowledge of adult learning theory, training needs analysis, instructional design, information design, training methodologies, learning technologies and measurement strategies is an asset.
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Accountability: holds self and others accountable to meet commitments.
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs.
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people.

Responsabilidades

• Facilitate onboarding for all new Customer Support Advocates, including assessing new hires’ knowledge and providing feedback and guidance.
• Create and lead training programs for Customer Support Advocates across our Ecommerce, Enterprise, and Escalation Center teams on technical skill-building and soft skills such as upselling techniques, contact handling when dealing with difficult customers, business acumen, troubleshooting, chat, and phone‑based customer support.
• Create and lead specialized training programs as needed with flexibility and adaptability to deliver some courses in various time zones.
• Collaborate with the product team, Customer Support leadership, and senior Customer Support Advocates to develop and implement training for new product launches, features, and functionality.
• Report on training feedback and results, contributing to monthly data reviews and global updates.
• Assist in the maintenance of existing courseware and materials.
• Assist in the maintenance of the internal knowledge base.
• Research and present new technologies and methodologies in workplace learning.

Conocimientos

Course design

Facilitation

e‑learning design

Webinars

Content creation

Adult learning theory

Communication

Collaboration

Time management

Descripción del empleo

Hootsuite Inc. in Mexico City is seeking a Training Specialist to build and facilitate instructor‑led workshops, develop subject specialist content, and deliver eLearning modules for worldwide Customer Support teams.

You will lead onboarding and ongoing programs to uplift Advocates’ skills and performance within the Support group. You will design and run onboarding, boost technical and soft skills, collaborate with product and leadership, and report on training effectiveness.