Customer Care Training Architect - Senior Lead

Collectors Universe Inc.; Santa Ana (CA); On-site; USD 31,822 - 45,323; Full time

Benefits offered by this job

Health Insurance

Fertility benefits

Commuter benefits

Educational assistance

401(K) Matching Plan

Vacation

Holiday pay

Employee discounts

Flexible hours

Team events

Job summary

Collectors is seeking a Senior Customer Care Training Lead to oversee the PSA Customer Care training program at the Santa Ana headquarters. You will organize, document, and execute training sessions for all employees and maintain the training curriculum across departments.

You will collaborate with Operations, Customer Care, and management to ensure consistent content, quality, and timely delivery while guiding staff through onboarding and ongoing development.

Qualifications

• B.S. or B.A. preferred
• 4-6 years of experience in a training environment required
• 2-4 years leading a training team preferred
• 2-4 years of lead or supervisory experience required
• Fluent in English with ability to present to multiple levels of employment/management
• Strong computer skills (Gmail, Google Drive, Google Slides) and technical writing skills

Responsibilities

• Lead training in all key areas of the PSA Customer Care department.
• Deliver training to new hires, temporary employees, and existing staff.
• Build annual programs and teaching plans for all employees.
• Assist onboarding and training for new hires and temps.
• Coordinate with team members, trainers, and writers.
• Identify future training needs and develop curriculum with guidance.
• Improve policies and processes and draft reports.

Skills

Fluent English

Strong communication

Training experience

Project management

Public speaking

Team leadership

Mentoring / coaching

Tech writing

Organizational skills

Education

Bachelor's degree

B.S. or B.A. preferred

Tools

Gmail

Google Drive

Google Slides

Job description

Collectors is seeking a Senior Customer Care Training Lead to oversee the PSA Customer Care training program at the Santa Ana headquarters. You will organize, document, and execute training sessions for all employees and maintain the training curriculum across departments.

You will collaborate with Operations, Customer Care, and management to ensure consistent content, quality, and timely delivery while guiding staff through onboarding and ongoing development.