Transforming Customer Service through Exceptional Learning Experiences
In the ever-evolving landscape of customer service, blithequark stands out as a beacon of innovation and excellence. As a leader in the industry, blithequark is committed to delivering unparalleled customer experiences, driven by a team of dedicated professionals who are passionate about making a difference. At the heart of this commitment is the Learning Delivery team, a dynamic group of experts who are dedicated to crafting and delivering training programs that empower Customer Support Associates to excel in their roles.
Job Overview
We are seeking a highly skilled and experienced Senior Learning Specialist to join our team at blithequark. As a Senior Learning Specialist, you will play a pivotal role in shaping the learning experience for our Customer Support Associates, ensuring that they are equipped with the knowledge, skills, and competencies required to deliver exceptional customer service. You will lead and support a team of up to 30 Customer Support Associates, providing coaching, development, and performance guidance to help them achieve their full potential.
Key Responsibilities
- Supervise structured learning metrics and oversee results for assigned territory and region, driving data-driven decision-making to optimize training effectiveness.
- Manage live performance metrics end-to-end for assigned territory, ensuring seamless execution and continuous improvement.
- Design and deliver engaging learning sessions on new processes, as well as various training courses for continuous learning, new hire batches, and transfer batches, leveraging diverse modalities such as self-directed, instructor-led, virtual, and experiential learning.
- Maintain accurate data and analysis through reports on Excel, meeting business requirements and driving insights to inform training strategies.
- Ensure timely completion of new hire training programs, coaching, and other performance improvement initiatives, driving Associate success and business outcomes.
- Partner with operational stakeholders as a key point of contact for the Learning Experience team, fostering collaboration and alignment.
- Identify and certify learning coaches, building a robust network of experts who can drive training excellence.
- Lead individual improvement projects to enhance business performance, leveraging your expertise and creativity to drive meaningful impact.
- Drive Quality & Learning metrics, ensuring that training programs are continuously evaluated and refined to meet evolving business needs.
- Conduct Chime sessions and classroom sessions for stakeholders, delivering engaging and informative training experiences that drive Associate engagement and customer satisfaction.
Essential Qualifications
To succeed in this role, you will need:
- 2+ years of experience in training delivery roles, with a proven track record of designing and delivering effective training programs.
- 1 year of experience in Customer Service or customer service-related work experience, providing a deep understanding of the industry and its challenges.
- Proficient computer skills, with expertise in Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), as well as instructional software.
- Highly accurate and fluent in Japanese and English, with spoken and written proficiency in both languages.
- Flexibility to work within a 24/7 x 365 days global team across various time zones, demonstrating adaptability and a willingness to collaborate across boundaries.
- Knowledge of adult learning, content design, and facilitation, with a deep understanding of the principles and practices that drive effective training.
Preferred Qualifications
While not essential, the following qualifications will be highly regarded:
- Experience as a trainer, corporate training specialist, or related position, providing a strong foundation in training design and delivery.
- Project management skills, with the ability to supervise multiple projects simultaneously, demonstrating organizational expertise and the ability to prioritize tasks effectively.
- Strong ability to multi-task, with a proven track record of managing competing demands and delivering results in a fast-paced environment.
What We Offer
At blithequark, we are committed to providing a supportive and inclusive work environment that fosters growth, innovation, and collaboration. As a Senior Learning Specialist, you will have the opportunity to:
- Develop your skills and expertise in a dynamic and fast-paced environment, with access to ongoing training and development opportunities.
- Collaborate with a talented team of professionals who are passionate about delivering exceptional customer experiences.
- Drive meaningful impact through your work, contributing to the success of blithequark and its customers.
- Enjoy a comprehensive compensation and benefits package that reflects your skills and experience.
Our Culture
At blithequark, we pride ourselves on our customer-obsessed culture, which is driven by a deep commitment to delivering exceptional customer experiences. Our Leadership Principles and Contact Tenets provide a guiding framework for our work, ensuring that we remain focused on the needs of our customers and the values that matter most to us.
Join Our Team
If you are a motivated and experienced Senior Learning Specialist looking to drive meaningful impact in a dynamic and fast-paced environment, we encourage you to apply to join our team at blithequark. With a passion for delivering exceptional customer experiences and a commitment to ongoing learning and development, you will be an invaluable addition to our team.
To apply, please submit your application, including your resume and a cover letter that outlines your experience, skills, and qualifications for this role.
Apply Now