Senior Customer Care Training Architect

Collectors; Santa Ana (CA); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Paid vacation

Ten company paid holidays

Employee discounts

Flexible hours

Fun working environment

Job summary

Collectors, based in Santa Ana, CA, seeks a Senior Customer Care Training Lead to design and run training for PSA Customer Care. You will build, maintain, and update the training curriculum and partner with multiple departments to ensure consistency.

You will oversee onboarding for new hires and temporary staff, deliver programs, and work with management to anticipate future training needs while driving process improvements across the organization.

Qualifications

• B.S. or B.A. preferred.
• 4-6 years in a training environment.
• 2-4 years leading a training team.
• 2-4 years of lead or supervisory experience.
• Fluent in English with ability to present to diverse audiences.
• Reliable with flexibility for occasional later shifts.
• Strong computer skills (Google Workspace).
• Experience designing training events; technical writing skills.
• Familiar with both traditional and modern training methods.
• Strong planning, problem-solving, and project management.
• Detail-oriented and organized.
• Ability to present complex information clearly.

Responsibilities

• Lead training in all key areas of the PSA Customer Care department.
• Develop annual programs and teaching plans for all employees.
• Support onboarding and training for new hires and temporary staff.
• Coordinate with team members, trainers, and writers.
• Identify future training needs and craft curriculum with guidance.
• Improve policies and processes; measure improvements and document results.

Skills

Leadership

Training delivery

Curriculum design

Project management

Communication

English fluency

Onboarding training

Documentation

Education

B.S. or B.A. preferred

Tools

Gmail

Google Drive

Google Slides

Job description

Collectors, based in Santa Ana, CA, seeks a Senior Customer Care Training Lead to design and run training for PSA Customer Care. You will build, maintain, and update the training curriculum and partner with multiple departments to ensure consistency.

You will oversee onboarding for new hires and temporary staff, deliver programs, and work with management to anticipate future training needs while driving process improvements across the organization.