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Customer Support CX & Training Assistant Manager
Full-time
The Assistant Manager, Training and Customer Experience plays a dual role in ensuring exceptional service quality and delivering high-impact training programs. This position analyzes performance data, drives continuous improvement initiatives, and supports operational excellence through effective coaching and training, combining leadership in quality assurance with oversight of onboarding, product, and skills-based training.
Quality and Customer Experience
Lead and support quality initiatives to maintain service excellence and compliance with standards.
Monitor performance metrics, identify trends, and implement corrective actions to improve customer experience.
Collaborate with cross-functional teams to resolve escalations and enhance processes.
Create and monitor action plans for recurring defects, low-performing teams, process gaps, and customer-impacting issues.
Analyze Voice of Customer data, feedback, complaint themes, survey results, and escalation trends to identify friction points and recommend improvements.
Training and Development
Facilitate onboarding, product, and skills-based training sessions for new hires and existing staff.
Update and develop training materials, ensuring relevance and accuracy.
Mentor and coach trainers, calibrate evaluation standards, and monitor training effectiveness.
Collect and analyze training data to identify knowledge gaps and recommend improvements.
AI, Automation & Innovation
Develop and implement AI-assisted training materials (e.g., copilots, automation scripts).
Perform basic to intermediate coding/scripting (e.g., SQL, Python, automation tools).
Design and build agentic AI workflows and integrate AI into support operations.
Train Technical Coaches and agents on AI tool usage and best practices.
Qualifications
2-4 years of experience in customer experience, training, or leadership support roles (SaaS, ERP, or property tech preferred).
Strong communication, analytical, and organizational skills; proficiency in MS Office, LMS platforms, and CRM tools.
Knowledge of adult learning principles, instructional design, and quality assurance practices.
Working knowledge of SQL/data analysis, ticketing systems (Salesforce, Zendesk, JIRA), basic to intermediate Python, and AI/automation platforms.
Ability to mentor trainers, calibrate evaluation standards, and facilitate onboarding and skills-based training.
