Note: The job is a remote job and is open to candidates in USA. Rosabella is dedicated to helping women feel their best through every chapter of their wellness journey with thoughtfully formulated supplements for menopause and beyond. The Customer Service Training Lead owns onboarding and training for new Customer Service hires, builds and delivers structured cohort curricula, leads live virtual sessions, and certifies trainees for production. The role also manages training materials, coordinates handoffs to live queues, and improves programs based on performance and feedback.
Responsibilities
- Cohort Training Design: Build and continuously improve the curriculum used to onboard new offshore CS hires
- Live Virtual Instruction: Lead live, camera-on virtual training sessions for each cohort, teaching product knowledge, tools, macros, SOPs, and brand voice
- Cohort Management: Run training cohorts on a 6-8 week cadence, from kickoff through certification and handoff to live queues
- Assessment & Certification: Evaluate trainee readiness throughout the program and certify agents before they move to production
- Materials & Documentation: Maintain and update training materials, macros, and SOPs so they stay current with real ticket and call scenarios
- Handoff Coordination: Work with channel team leads to ensure a smooth transition from training to live queues, including flagging any trainees who need extra support
- Continuous Improvement: Build a feedback loop with team leads and QA to identify gaps in training and close them in future cohorts
- Reporting: Track cohort completion rates, time-to-proficiency, and the early performance of training graduates
Skills
- Proven experience training or onboarding offshore employees (LATAM or Philippines) in a customer service or support environment
- Experience teaching or facilitating in a live, virtual setting (video-based instruction, screen share, virtual classroom tools)
- Experience running structured training programs or cohorts on a recurring cadence
- Strong communication and coaching skills, with the ability to simplify complex processes for new hires
- Comfortable being on camera for extended live training sessions
- Experience building training curriculum from scratch rather than just delivering an existing one
- Background in adult learning, instructional design, or a related field
- Experience with Richpanel or a comparable helpdesk platform
- Experience in DTC, e-commerce, or subscription customer service
Benefits
- Fully remote position
- Direct coaching and feedback culture
- Continuous learning from data, customers, and each other
Company Overview