Experienced Senior Learning Specialist - Customer Service Training and Development at Blithequark

Join the Blithequark Team: Empowering Exceptional Customer Service through Innovative Learning Solutions

Blithequark is seeking a highly skilled and experienced Senior Learning Specialist to join our dynamic Learning Delivery team. As a key member of our Customer Service organization, you will play a pivotal role in designing, delivering, and evaluating training programs that equip our customer support associates with the knowledge, skills, and competencies required to provide world-class service. If you are a passionate and innovative learning professional with a proven track record of success, we encourage you to apply for this exciting opportunity.

About Blithequark and Our Industry

Blithequark is a leading organization dedicated to delivering exceptional customer experiences through innovative solutions and services. Our customer service team is at the forefront of this mission, and we are committed to providing them with the best possible training and development opportunities. As a Senior Learning Specialist at Blithequark, you will be part of a team that values learning, growth, and collaboration.

Job Summary

As a Senior Learning Specialist at Blithequark, you will lead and support a team of up to 30 Customer Support Associates, providing an exceptional training experience that fosters long-term success. You will deliver programs across diverse modalities, including self-directed, instructor-led, virtual, and experiential learning. Your expertise in using quantitative and qualitative data to identify training and coaching needs will be invaluable in driving initiatives and programs that continuously improve the training experience.

Key Responsibilities

• Learning Program Delivery: Design, develop, and deliver training programs that cater to diverse learning needs and styles, including self-directed, instructor-led, virtual, and experiential learning.
• Team Leadership: Supervise and coach a team of Customer Support Associates, providing guidance, feedback, and support to ensure their success.
• Learning Metrics and Analysis: Supervise structured learning metrics and oversee results for assigned territories and regions, using data to inform training and coaching needs.
• Live Performance Metrics: Manage live performance metrics end-to-end for assigned territories, ensuring that customer support associates meet performance expectations.
• Training Sessions: Conduct learning sessions on new processes and deliver various training courses, including continuous learning, new hire batches, and transfer batches.
• Data Analysis and Reporting: Maintain data and analysis through reports on Excel, as per business requirements, to track learning metrics and identify areas for improvement.
• Partnership and Collaboration: Partner with operational stakeholders as a key point of contact for the Learning Experience team, ensuring that training programs meet business needs.
• Learning Coaches and Certification: Identify learning coaches and certify them to ensure that they have the necessary skills and knowledge to support customer support associates.
• Individual Improvement Projects: Lead individual improvement projects to enhance business performance, driving quality and learning metrics.
• Communication and Stakeholder Management: Conduct Chime sessions and classroom sessions to stakeholders, ensuring that they are informed and engaged.

Requirements and Qualifications

Essential Qualifications:

• Experience: 2+ years of experience in training delivery roles, with a focus on customer service or related fields.
• Customer Service Experience: 1 year of experience in customer service or customer service-related work experience.
• Computer Skills: Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and instructional software.
• Language Skills: Highly accurate and fluent in Japanese and English, with spoken and written accuracy and fluency.
• Flexibility: Flexible to work within a 24/7 x 365 days global team across a variety of time zones.
• Adult Learning: Knowledge of adult learning, content design, and facilitation.

Preferred Qualifications:

• Training Experience: Experience as a trainer, corporate training specialist, or related position.
• Project Management: Project management skills with the ability to supervise multiple projects.
• Multi-Tasking: Strong ability to multi-task and prioritize tasks.

What We Offer

At Blithequark, we are committed to providing our employees with a supportive and inclusive work environment that fosters growth and development. As a Senior Learning Specialist, you will have access to:

• Competitive Compensation: A competitive salary and benefits package that recognizes your skills and experience.
• Career Growth Opportunities: Opportunities for career growth and advancement within the organization.
• Learning and Development: Access to training and development programs that support your professional growth and goals.
• Collaborative Work Environment: A collaborative and inclusive work environment that values diversity and inclusion.
• Flexible Work Arrangements: Flexible work arrangements that support work-life balance.

Why Join Blithequark?

At Blithequark, we are passionate about delivering exceptional customer experiences through innovative solutions and services. As a Senior Learning Specialist, you will play a critical role in empowering our customer support associates to provide world-class service. If you are a motivated and experienced learning professional who is passionate about making a difference, we encourage you to join our team.

Apply now to become a Senior Learning Specialist at Blithequark and be part of a team that is shaping the future of customer service.