Job Details
**Customer Experience Lead, Training**
at Voyager Digital Remote (NY or NJ) Voyager is a Publicly traded company listed on the Toronto Stock Exchange (VOYG), OTC Markets (VYGVF) and the Frankfurt Exchange (UCD2). Voyager is the global leader in agency cryptocurrency brokerage. At Voyager we are building the financial services firm of the future that will be used by millions of users globally to easily access trade, invest and earn in the cryptocurrency markets.
We are a team of finance and technology industry veterans dedicated to empowering and servicing investors in one of the most exciting asset classes to date - crypto. Our founders stem from reputable finance and technology organizations like E*TRADE, Uber, TradeIt, Lightspeed Financial and more.
The Voyager team includes employees with diverse backgrounds and skills. Our culture has quickly grown into one that promotes collaboration, transparency, and entrepreneurialism.
To learn more about Voyager please visit us at .
We are changing the world and love what we do so if you want to work at a fast paced, exciting environment please apply.
****About the Role:****
Voyager is seeking a Customer Experience (CX) Training Lead to support the ongoing education and training of the CX team in eliminating customer pain points, empowering our user base via self-service and automation, and optimizing customer interactions to create an effortless experience.
As Training Lead, you would report to the CX Training Manager and be responsible for supporting the planning, development, implementation and monitoring of all training plans for the CX Team. You would also partner with other leadership and CX supervisors and leads to understand learning and development opportunities within the team, modifying existing training materials and create and maintain our training library.
To be successful in this role, you must be engaging, dynamic and an excellent communicator who is able to quickly and easily earn the trust of Voyager employees. You must be organized and have a passion for providing best in class customer service. You should be passionate about supporting others in their ability to learn and grow professionally.
****Responsibilities:****
* Fully understand the role of the CX Associate to create an engaging and positive learning environment optimizing skill acquisition, knowledge transfer and producing defined outcomes through instructor-led and virtual delivery.
* Working with CX Training Manager, design assessment instruments to ensure learner understanding and application to performance
* Identify issues and efficiency opportunities through monitoring of knowledge gaps and work towards minimizing the same with quick resolution.
* Collaborate with our QA team to evaluate new hire and tenured CX Associate performance, report findings with suggestions for remediation and follow up plans
* Coach new hires and tenured CXAs based on QA performed
* Work with stakeholders, document, maintain and update all CX procedures and FAQs in organized document/content management system
* Track and create reports on outcomes of all training and maintain training records
* Partner with leadership and BPM team to create and maintain training documentation
* Schedule, facilitate and/or act as a SME for training
* Recommend areas needed for improvement
****Qualifications:****
* 3-5 years of demonstrated experience in training and facilitation using multiple delivery methods, including virtual, strongly preferred.
* Experience with a Client or Customer Service team
* A roll-up your sleeves attitude with an enjoyment of the unknown - this is a new department, youll be accountable for building new process and working collaboratively with cross-functional teams
* Demonstrated the ability to consistently create and meet deadlines
* Superior communication, presentation and writing skills, with the ability to communicate complex issues in a concise and easy to understand manner.
* Effectively transfers knowledge during classroom and one-on-one training and coaching
* Receptive to coaching and feedback.
* Ability to multitask and prioritize in a fast-moving environment
* An understanding of blockchain technology and crypto assets (strong plus).
* Experience in project management, analytics, or quality assurance.
* Degree in business, finance, customer experience, and/or blockchain.
* Understanding of Google apps, Excel, JIRA, Salesforce Service Cloud
**What we offer**
* Competitive Salary
* Employee Benefits including healthcare (medical, dental, vision) and 401k
* Stock Options
* Unlimited PTO
Voyager is headquartered in New York City with satellite offices in New Jersey, California, Toronto and Bordeaux.
Please contact us via the button below or at ...@investvoyager.com with your resume and a brief explanation as to why you would like to join the Voyager team.
*Please note that during COVID-19 we are working remotely.
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