mudflap - Customer Support Training & Enablement Specialist
Requirements
• 4+ years of experience in Training, L&D, Enablement, or QA. • Experience designing and facilitating training and coaching programs. • Strong communication, facilitation, and project management skills. • Experience with LMS platforms, learning content development, and ticketing/support platforms (e.g. Zendesk). • Data-driven approach to identifying performance and learning opportunities. • Experience with AI-powered QA, coaching, or support tools is a plus. • Passion for developing people and building a best-in-class Support organization. • What Success Will Look Like • A scalable post-onboarding learning program, stronger QA and coaching, effective product release readiness, clear career development paths, and a track record of measurably moving the needle on quality, CSAT, and speed to proficiency over time.
Responsibilities
• Training & Development: Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads. • Coaching & Performance: Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs. • Quality Assurance: Own our QA program using AI-powered tools and customer interactions to identify trends, coaching opportunities, and areas for improvement. • Customer Obsession & Values: Train and coach toward Mudflap's specific standard of customer care—not just process compliance. Build our values into certifications and coaching so agents understand the why behind SOPs, not just the how. • Product Enablement: Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes. • LMS & Content: Own LMS administration, learning paths, certifications, and enablement content while partnering with the Training Lead to keep materials aligned with SOPs and Guru. • Leadership & Career Development: Build programs that strengthen Team Lead capabilities and create clear growth paths for Support Agents. • Analytics: Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics to measure impact and identify opportunities. • Continuous Improvement: Use data, AI, and frontline insights to continuously raise the bar on Support quality, knowledge, and performance.
Benefits
• Lunches and snacks to keep you fueled • A collaborative, high-growth environment where you’ll work closely with talented teammates across the company • Competitive salary and equity in a high-growth startup • Multiple health benefit options • Responsible Time Off • 401(k) matching • Opportunities and support for major career growth • Annual Company offsite event (Mudfest!) • The salary range for this role is $67,000 - $85,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation.
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