Trainer

360 Direct Access is seeking a dedicated Trainer to join our Customer Support and Operations team. In this role, you will serve as the primary guide for new Customer Support Representatives, facilitating their onboarding process and ensuring they are fully prepared to provide exceptional service to our community.

Key responsibilities

• Conduct comprehensive onboarding sessions for new hires, focusing on customer service best practices and operational standards.
• Develop and maintain clear, accessible training materials, guides, and reference tools for ongoing support.
• Provide targeted coaching and follow-up support to new hires to ensure their successful integration into the team.
• Collaborate with Team Leads and Quality Assurance to align training programs with current service expectations.
• Monitor trainee progress and report performance insights to leadership to drive continuous improvement.

Requirements

• Fluency in American Sign Language (ASL) is mandatory, as you will be training representatives supporting the Deaf and Hard of Hearing community.
• Strong communication skills in both ASL and written English.
• Proven ability to explain complex processes clearly and adapt teaching methods to diverse learning styles.
• Experience leading training sessions in a fully remote environment.
• Basic familiarity with video conferencing platforms and CRM or ticketing software.

What we offer

• The opportunity to make a meaningful impact on team performance and individual professional growth.
• A fully remote work environment that allows you to work from anywhere.
• A collaborative and supportive team culture.
• Clear career progression paths into Team Lead or Quality Assurance roles.