Call Center Training Facilitator

CoinFlip is a leading fintech company powered by cryptocurrency. The company operates the world's largest network of cryptocurrency ATMs by transaction volume with over 4,500 kiosks across 49 US states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, and Brazil supporting the buying and selling of major cryptocurrencies with cash. In 2020, CoinFlip launched Order Desk, an over-the-counter service that provides investors with a personal account manager and competitive coin pricing. In 2023, CoinFlip launched a digital app and created an additional way to easily buy, sell, send, swap, and receive crypto. 

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's and was awarded the 2021 and 2022 Stevie Awards for Customer Service. For more information about CoinFlip, please visit www.CoinFlip.tech.

We're seeking skilled individuals to join us as Customer Service Training Facilitator. In this role, you will prepare, coordinate and deliver new hire training and continuing education to our Customer Support employees. You'll be responsible for monitoring their progress, documenting training status, and collaborating with leadership on continuing education initiatives. As a Training Facilitator, you'll create and edit training materials while frequently reviewing existing resources for accuracy. You will work closely with Workforce Management when scheduling learning and development activities. This role reports to the Customer Support Training Manager.

Responsibilities:

• Assist with new and existing employee training
• Determine which training methodologies are most appropriate for different audiences based on learning styles.
• Organize training programs to meet specific departmental needs.
• Develop training material such as manuals, videos, job aids, and handbooks.
• Map out training plans for individual employees.
• Facilitate learning through various delivery methods, including classroom instruction, virtual training, on-the-job coaching, and recorded sessions.
• Track new hire and continuing education participant performance after training completion.
• Provide feedback to both learners and their immediate supervisor or manager.
• Consistently review training materials for accuracy and make recommendations on the delivery of the information.
• Other duties as assigned.

Qualifications:

• Minimum of 1-3 years of Learning and Development or corporate training experience, preferably in a call-center or high-volume customer support environment.
• Excellent verbal and written communication skills in English.
• Proven self-motivator, coupled with strong organizational and time-management abilities.
• Ability to quickly adapt to changing initiatives and departmental needs
• Familiarity with customer service best practices and a solid grasp of common Call Center support metrics/KPIs.
• Able to succeed in a fast-paced, deadline-driven organization, and a willingness to swiftly adapt to changes.
• Strong interpersonal skills and an ability to deliver feedback professionally, in a clear and concise manner.
• Strong presentation, facilitation, and coaching skills.
• Proficiency in Microsoft Office Suite or equivalent software.
• Familiarity with call-center contact solutions/software (e.g., Salesforce, Zendesk, Talkdesk, Zoho, Five9, AWS Connect, EvaluAgent, etc.).
• Familiarity with LMS software (Articulate, KnowBe4, Workday Learn, Zywave, etc.).

Nice to Have:

• Basic knowledge of cryptocurrency and blockchains.
• General passion and knowledge of fintech and cryptocurrency.
• Learning and Development Certification (ATD, International Society for Performance Improvement, etc.).

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical "startup" - we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we'll work with you to meet your needs.