Support & Services Trainer

About Tive

Tive is dedicated to creating a completely transparent world where connections between people and goods are seamless. We push boundaries to ensure timely, complete deliveries. Our guiding principles are:

• Prioritize visibility in all operations
• Continuously simplify processes
• Maintain strong team unity and support
• Relentlessly refine and enhance performance

Covering shipments by road, rail, sea, or air, Tive prevents delays, rejected loads, theft, damage, and spoilage. Our customers rely on us for reliable delivery.

Role Overview

Reporting to the Senior Director of Support and Services, the Support & Services Trainer manages the entire educational framework for the Support and Services teams. This role transitions training efforts from reactive to proactive, focusing on the efficient onboarding of new employees and maintaining up-to-date team knowledge. Responsibilities include bridging gaps between product launches and support readiness, standardizing training pipelines, collaborating with team leads and subject matter experts, and developing internal career and training development plans.

Work Schedule

This primarily entails working from 9:00 AM to 5:00 PM, mostly onsite, with flexibility to accommodate global schedules and rotation needs.

Key Responsibilities

• Design and deliver comprehensive onboarding programs for new Customer Support, Technical Support, and Monitoring Services team members.
• Conduct live group training sessions biweekly for new cohorts.
• Integrate practical, hands-on modules using hardware devices during training to ensure applied learning.
• Implement and manage monthly probationary check-ins with established metrics; collaborate with Team Leaders to address learning gaps and reduce probationary terminations.
• Carry out monthly Knowledge Pulse Checks using simulated tickets to assess critical thinking, tool mastery, and problem-solving over rote memorization.
• Conduct reverse shadowing by observing experienced agents in real time to confirm adoption of current workflows and discouragement of reliance on outdated knowledge.
• Organize Teach-Back sessions empowering tenured agents to facilitate short enablement meetings sharing new standard operating procedures, features, or hardware updates.
• Create, organize, and maintain all training materials including documentation, coaching videos, and troubleshooting guides, ensuring accessibility and layered technical depth.
• Enforce documentation standards and maintain a feedback loop to promptly integrate team questions and knowledge gaps into training resources.
• Collaborate with Product and Engineering to stay informed on relevant feature details critical for support readiness.
• Host monthly Software and Hardware Support Reviews promoting product education, access to experts, and live troubleshooting to ensure support teams are prepared before new releases.
• Communicate crucial feature updates and platform changes to customer-facing teams, advocating best practices in ticket submission.
• Develop clear internal career paths and targeted training tracks to facilitate team upskilling, cross-training, and leadership development.

Ideal Candidate Qualifications

• Exceptional English communication skills, both verbal and written, able to clarify complex concepts simply.
• Strong interpersonal abilities and customer service orientation.
• Analytical mindset to foster continuous learning and improvement culture.
• Proven expertise in translating intricate technical details into understandable training content.
• Experience in training, onboarding, instructional design, or knowledge management roles.
• Curious and proactive problem solver focused on accuracy in training materials.

Preferred Skills

• Experience with learning management systems or training platforms.
• Training exposure to hardware or Internet of Things (IoT) devices.
• Background in supply chain, logistics, or SaaS customer support environments.
• Familiarity with Salesforce or similar CRM tools.
• Instructional design certification or related credentials.

What Tive Offers

• Opportunity to contribute to a potentially transformative company.
• Autonomy and resources to innovate and build solutions.
• Supportive and collaborative global team culture.
• Choice of office-based or hybrid work arrangements.
• Competitive equity packages to share in Tive's growth.

Equal Opportunity Commitment

Tive values diversity as foundational to our success and maintains an inclusive, respectful workplace. We are an equal opportunity employer committed to fairness in hiring and employment.