Learning & Development Specialist

Auctane; Austin (TX); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid in Austin: Tue–Thu in office

Flex Time Off

12 US holidays

401k matching

Annual merit reviews

Office in central Austin

Weekly catered lunches

Health, dental, vision options

Gym discounts

Education reimbursement

Employee Referral Program

Inclusive work environment

Job summary

Auctane, a leader in ShipStation Global CX, is seeking a Learning & Development Specialist to design, deliver, and optimize onboarding and ongoing training. This role drives graduation targets, CSAT, and eNPS while partnering with Support and Ops to ensure scalable learning across locations.

You will own the onboarding lifecycle, develop trainers, and leverage Docebo LMS, Docebo/video tools, and AI-powered approaches to enhance learning effectiveness in a hybrid Austin, TX environment with

Qualifications

• 2-3 years of experience in a customer-facing role.
• 1-2 years of experience in a SaaS organization.
• 3-5 years in L&D, enablement, or support operations.
• Experience with data reporting, LMS, and content design and video editing tools.
• Proven ability to align training programs to performance metrics.

Responsibilities

• Own onboarding program lifecycle and design onboarding journeys based on performance data.
• Maintain up-to-date knowledge base and adaptive learning content; create/edit training videos; leverage LMS/AI tools to enhance impact.
• Lead Train-the-Trainer certification and conduct trainer coaching and QA.
• Monitor new hire metrics during 8-week training and report on graduation rates and CSAT trends.
• Conduct bi-weekly syncs with Support and Ops to review training progress and impact reviews.
• Build 90-day upskilling roadmaps and create moment-of-need knowledge tools.
• Launch programs recognizing trainer and trainee excellence and integrate brand culture in onboarding.

Skills

Customer-facing

SaaS experience

L&D experience

Data reporting

Content design

Video editing

Education

L&D or related field

Tools

Docebo LMS

AI tools

Confluence

Asana

Articulate Rise

Video editing software

Job description

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

The Learning & Development Specialist for ShipStation Global Brands Support is a strategic and hands‑on role responsible for designing, delivering, and continuously optimizing training programs that directly impact new hire performance, customer satisfaction (CSAT), and employee experience (eNPS). This role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation to ensure a graduation rate of 75%+, CSAT of 90%, and eNPS of +35.

Primary Objectives

• Own the onboarding program lifecycle
• Maintain training content, videos and learning systems
• Develop trainers and ensure consistent delivery quality
• Analyze performance and feedback data to drive improvement
• Partner with Support and Ops stakeholders
• Enable employees through post‑onboarding upskilling
• Drive recognition and engagement

This position is hybrid (3 days per week in office; Tuesday - Thursday) and is located in Austin, TX. Approximately up to 15% expected travel to different cities, states, or countries to deliver learning programs or for professional development opportunities

About the team

The ShipStation Global CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

What will you be doing?

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties ( typical monthly, weekly, daily tasks which support the primary objectives ):

• Onboarding Program Ownership
  • Designs, delivers, and refines onboarding journeys based on performance data
  • Develops graduation criteria and ensures 75%+ of trainees meet readiness benchmarks
  • Collaborates with Ops to align training timelines with hiring needs
• Training Content, Video and Systems
  • Maintains an up-to-date knowledge base and adaptive learning content
  • Creates and edits training videos for internal and external users
  • Leverages technology (Docebo LMS, AI tools, microlearning) to enhance training impact
  • Ensures all materials reflect brand tone, values, and key metrics
• Trainer Development and QA
  • Leads Train‑the‑Trainer (TTT) certification and conducts regular trainer coaching, audits, and performance reviews
  • Creates a QA framework to ensure consistent delivery across sites
• Performance & Feedback Analytics
  • Monitors new hire metrics throughout the 8‑week training, utilizing a point system to measure success after every semester
  • Reports on graduation rates, CSAT trends, and agent sentiment (eNPS), driving improvement through post‑training surveys and feedback loops
• Stakeholder Partnership
  • Conducts bi‑weekly syncs with Support and Ops leaders to review training progress and what’s to come
  • Runs quarterly training impact reviews linking KPIs to training outcomes and serves as the voice of the trainee in leadership conversations
• Post‑Onboarding Enablement
  • Builds 90‑day upskilling roadmaps and partners with QA to target training for underperforming cohorts
  • Creates “moment of need” knowledge tools (e.g., chat‑based support, job aids)
• Recognition and Engagement
  • Launches programs to recognize trainer and trainee excellence
  • Integrates brand culture into onboarding and fosters a sense of community from day one

What are we looking for?

• 2 - 3 years of experience working in a customer‑facing role
• 1 - 2 years of experience working within a SaaS organization

What will make you stand out?

Preferred Education and/or Experience

• 3–5 years in L&D, enablement, or support operations
• Experience with data reporting, LMS, and content design and video editing tools
• Proven success aligning training programs to performance metrics
• Strong facilitation and stakeholder management skills

Team Member Success Factors:

• Communication - Speaks clearly and persuasively, Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Solution‑Focused - Views a problem or challenge as an opportunity for learning; actively searches for solutions using all available resources
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Cost Consciousness with Quality Focus - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources; Understands how to balance cost consciousness with quality focus; Ensures quality of service and product at all levels.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision‑making process; Makes timely decisions.
• Kaizen - Continually looks for ways to improve process, customer satisfaction, quality of product, personal achievement, team achievement, and company overall; Does not accept “status quo” as a default.

The Tech

Skills and Knowledge:

• Strong written and verbal communication skills, with the ability to explain complex concepts simply
• Ability to keep learners engaged and adapt training approach as needed
• Basic understanding of adult learning theories (Andragogy, Self‑Directed, Experiential)
• Basic understanding of instructional design models (ADDIE, UbD, ARCS)
• Basic understanding of learning management system administration (Docebo, Articulate Rise)

Computer/Software/Application Proficiency:

• Proficient in two or more ShipStation Global products and/or service offerings
• Intermediate Confluence proficiency
• Intermediate Docebo/Articulate Rise proficiency
• Familiarity with Asana project management software
• Familiarity with video creation and editing software

What do we offer?

• We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• Take the reins of your time off with our Flex Time Off policy – because work‑life balance should always be in your hands!
• We offer 12 paid holidays for all of our US employees!
• 401k employer matching program – because your future deserves a friendly boost!
• We conduct annual merit reviews to recognize and reward your hard work and achievements.
• Company events, we work hard, play hard! We do our best every day, even at our regular team‑building events.
• Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• Health and Wellness: The well‑being of our team is super important to us. Choose from different options that include medical, dental, and vision plans.
• Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• Employee Assistance Program. We offer up to 8 free mental health sessions.
• We offer gym discounts to help you stay fit and healthy!
• We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• Employee Referral Program! We reward employees helping us find top talent!
• An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties:

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents linked here.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Auctane ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.