Customer Success Trainer

Waitr, Inc.

Customer Success Trainer

Lafayette, LA
Full Time
Paid
  • Responsibilities

    JOB SUMMARY

    We're redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr's marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr's growth has been off the charts and has no signs of slowing down. We are launching dozens of new markets around the US each quarter, and we are experiencing massive organic growth in our existing markets.

    This growth has warranted a renewed focus on the customer experience. Waitr's Customer Success team is the front line in providing top-shelf quality support for our awesome customers; and, at Waitr we have three customers: Diners, Restaurants, and Drivers. This team owns the customer experience.

    This role will report to a Customer Success Manager at Waitr and the individual will be directly responsible for training new hires to be top performing Customer Success Representatives. Our Customer Success Representatives are responsible for providing a world class customer service experience. The Trainer role will set the Representatives up to create exemplary and memorable customer experiences through the refinement of training materials, on-boarding new hire cohorts, and calibration of existing expectations.

    The Customer Success Trainer will set the tone for the Customer Success team's training regiment. Previous experience with large, hourly workforces is a positive for this role. Strong teaching abilities, team management, and a history of execution will be critical to succeeding. The success of this person will be measured by the performance of their classroom students and improvements to the training process.

    ESSENTIAL FUNCTIONS

    Employee Development & Leadership​ - Continuous employee development and exceptional leadership enhances employee engagement, knowledge, skills, and morale, ultimately leading to excellent customer service. The Trainer leads and develops Customer Success Representatives in a classroom setting by setting clear performance expectations and delivering training on job duties. The Trainer is also often the first coworker a new hire interfaces with and is responsible to promote Waitr culture throughout those first impressions.

    Quality Management​ - Structures for performance management are enforced. The Trainer is involved with weekly calibration meetings to ensure that all process changes are represented in training materials and that Representative evaluations are consistent with current training practices.

    Customer Care​ - Waitr Customer Success aspires to provide world-class southern hospitality for our awesome customers, which include diners, drivers, and restaurant partners. After initiating contact, diners, drivers, and restaurant partners feel satisfied with issue resolution and therefore continue to use Waitr. The Trainer coaches new Representatives to produce high quality outcomes for all customers and maintains existing processes to ensure customers are addressed promptly and effectively.

    Process Improvement​ - The Trainer is responsible for creating new and improving upon existing training materials through soliciting feedback from trainees and other stakeholders. These training materials are incorporated into training sessions.

    REQUIRED EDUCATION AND EXPERIENCE

    1. Bachelor's degree (B.A) or commensurate work experience.

    PREFERRED EDUCATION AND EXPERIENCE

    1. Bachelor's degree.
    2. Prior training or management experience.

    ADDITIONAL ELIGIBILITY QUALIFICATIONS

    None

    CORE COMPETENCIES

    • NIMBLE​: You move fast and accurately in a dynamic environment
    • CUSTOMER-FOCUSED​: Proactively seeks and finds ways to provide the highest standards of service
    • INNOVATOR​: Generates and recognizes creative solutions in varying work situations
    • TEAM PLAYER​: Collaboration and strong communication skills
    • EFFECTIVE COMMUNICATOR​: Demonstrates open, honest and respectful written and verbal communication
    • RESULTS-ORIENTED​: Productively focuses time and resources on activities to produce quality results
    • FORWARD-THINKING​: Problem solver, do whatever it takes attitude
    • STRATEGIC THINKER​: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems
    • ETHICAL​: Maintains and promotes individual and organization integrity and values in the conduct of all activities

    SUPERVISORY RESPONSIBILITY

    OF DIRECT REPORTS: ​0

    OF INDIRECT REPORTS: ​0

    PHYSICAL DEMANDS

    Standard office work, including the need to stand for extended periods of time while presenting.

    POSITION TYPE/EXPECTED HOURS OF WORK

    This is a full-time position. Evening and weekend work may be required as job duties demand.

    TRAVEL

    Limited travel (<10%) as required.

    AAP/EEO STATEMENT

    WAITR, INC. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics ​protected by federal, state or local laws.

    OTHER DUTIES

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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