Pasig, National Capital Region, Philippines
• Identify skills gaps at both the individual and team levels, creating opportunities to strengthen performance and professional growth. • Lead onboarding and training for new hires, ensuring they are equipped for success from day one. • Partner with managers to provide on-the-job coaching, including strategies for handling complex customer interactions. • Maintain and enhance training materials in CoAssemble to keep resources current, effective, and accessible. • Design and implement targeted training programs that drive continuous learning and improvement across the team. • Uphold QA standards by ensuring consistency in ticket reviews, feedback, and coaching sessions. • Conduct performance evaluations to measure training effectiveness and track individual development progress. • Prepare reports that summarize training, coaching outcomes, and overall team performance improvements. • Support employees on Performance Improvement Plans by developing structured training, identifying areas for growth, and collaborating closely with team leads.
• Manage complex and escalated support cases, troubleshooting and resolving advanced creator issues with a solutions-focused approach. • Provide in-depth knowledge of the Kit platform and guiding creators through advanced features, integrations, and automation workflows. • Deliver clear, detailed explanations and tailored solutions to help creators maximize Kit for their business growth. • Support the training and onboarding of new Product Specialists, ensuring they build confidence and proficiency in handling customer needs. • Mentor team members by sharing best practices, coaching, and fostering skill development to elevate overall team performance. • Conduct quality reviews of support interactions, providing constructive feedback to maintain consistency and high standards of service. • Develop and update internal resources, documentation, and processes to streamline support operations and enhance efficiency. • Provide proactive, personalized support to key creators, ensuring they receive optimized solutions and a seamless experience with Kit.