Location: This is an onsite role in San Antonio, Texas. No relocation is available for this position.

 

About the Role:

Aura is hiring a Customer Experience Trainer to facilitate new hire training and lead continued education sessions for the Customer Experience (CX) team. This role ensures that all CX team members receive the training and support needed to deliver exceptional customer service. The ideal candidate will be passionate about developing talent, implementing effective coaching strategies, and continuously enhancing training initiatives to align with business goals. 

Day to Day: 

• Facilitate engaging and dynamic training sessions for CX agents and supervisors.

• Edit and update existing training materials, including presentations, manuals, e-learning modules, and role-playing exercises, to ensure relevance and accuracy.

• Implement coaching strategies to improve agent performance and ensure adherence to company policies and procedures.

• Utilize the Learning Management System (LMS) and other training tools to track progress and measure training success.

• Collaborate with internal stakeholders to ensure training accuracy. 

• Ability to leverage data and build reporting that effectively identifies knowledge gaps, training impact, and ensures continuous improvement

• Communicate clear recommendations to enhance Aura’s training program by systematically analyzing data and feedback.

• Take a minimum of 16 hours of customer support calls per quarter to stay current on evolving customer inquiries and emerging support trends

• Ability to lead training sessions on nights and weekends, as needed, to support our 24/7 call center

What you bring to the table:

• 3+ years experience in CX training or a similar role.

• Strong background in facilitating training and coaching customer service professionals

• Must be located in San Antonio, TX area

• Experience with Learning Management Systems (LMS) and digital training tools like Kahoot.

• Ability to assess performance metrics and adjust training programs accordingly.

• Proficiency in Google Suite, especially Slides and Sheets.

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $56,000-$80,000, but may vary depending on job-related knowledge, skills, experience and location.