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Who We Are
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing . By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary
The Senior Trainer , Customer Experience plays a pivotal role in the development and success of ClearCaptions' Customer Experience (CEX) team by leading training strategies, developing high-impact learning programs, and mentoring both new hires and junior trainers. Reporting to the CEX Training Manager, this position not only facilitates training but also drives continuous improvement of learning experience through data analysis, feedback, and strategic alignment with business goals.
The Senior Trainer , Customer Experience serves as a subject matter expert, project lead for training initiatives, and a thought partner in evolving the training function to support scalability, quality, and agent performance.
This is a Remote/Work from Home position reporting to Customer Experience Training Manager
What You Will Do
Employees may experience the following physical demands for extended periods of time:
100% Remote: Work environment is at home.
Compensation
$64,500 to $84,400/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.
CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.
Job Details
Pay Type Salary
Hiring Min Rate 64,500 USD
Hiring Max Rate 84,400 USD
If you have questions about this posting, please contact [email protected]
Who We Are
Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing . By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.
ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
Position Summary
The Senior Trainer , Customer Experience plays a pivotal role in the development and success of ClearCaptions' Customer Experience (CEX) team by leading training strategies, developing high-impact learning programs, and mentoring both new hires and junior trainers. Reporting to the CEX Training Manager, this position not only facilitates training but also drives continuous improvement of learning experience through data analysis, feedback, and strategic alignment with business goals.
The Senior Trainer , Customer Experience serves as a subject matter expert, project lead for training initiatives, and a thought partner in evolving the training function to support scalability, quality, and agent performance.
This is a Remote/Work from Home position reporting to Customer Experience Training Manager
What You Will Do
- Lead training facilitation to include New Hire training classes and advanced upskill sessions.
- Design, deliver, and iterate blended learning programs for all stages of employee development (e.g., onboarding, skills refreshers, role specialization).
- Create robust learning paths that align with key performance indicators (KPIs) and Service Level Agreements (SLAs).
- Partner with the Customer Experience Manager to co-develop training curricula, instructional materials, assessments, and e-learning modules.
- Lead needs analysis and create scalable learning interventions using adult learning theory and instructional design best practices.
- Mentor junior trainers, modeling best practices and supporting their growth.
- Provide guidance to new team members and assist with onboarding new CEX employees.
- Serve as a liaison between Training and Operations to ensure real-time knowledge sharing, updates, and feedback loops.
- Collaborate with Functional Leaders to ensure training content reflects current workflows and tools.
- Identify performance trends and learning gaps using data-driven insights; propose training interventions accordingly.
- Contribute to the strategic planning and execution of training initiatives by collaborating with SME's and driving continuous improvement through feedback collection, analysis and follow up .
- Evaluate the effectiveness of training programs and recommend enhancements using feedback, business metrics, and learner performance.
- Versatile people who thrive on variety and challenge.
- Excited about working in a fast-paced environment.
- Innate problem solvers who want to grow in a flexible, collaborative culture.
- Takes initiative, pushes boundaries, motivated to innovate.
- Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.
- Bachelor’s degree in education, Instructional Design, Communications, or related field preferred. Equivalent experience in customer service training or facilitation may be considered .
- 5+ years of experience in training in customer service, remote or high-volume environment .
- Proven success as a lead trainer or instructional leader.
- Advanced knowledge of Adult Learning Theory, facilitation best practices, and virtual learning environments.
- Experience in designing training content using e-learning authoring tools (e.g., Articulate, Rise, or similar).
- Strong understanding of call center operations and customer service best practices.
- Professional training certifications such as CPTM, ATD, or equivalent highly desirable.
- Exceptional facilitation, presentation, and communication skills (written and verbal).
- Strategic mindset with attention to detail and execution.
- Ability to coach peers, influence across teams, and lead projects independently.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes .
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- D emonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
- Reliable and predictable attendance.
- Willingness and ability to work flexible hours and travel (up to 5 %); will include some overnight travel .
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
Employees may experience the following physical demands for extended periods of time:
- Sitting, standing and walking (95-100%)
- Keyboarding (70-90%)
- Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)
100% Remote: Work environment is at home.
Compensation
$64,500 to $84,400/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.
Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.
ClearCaptions is an equal opportunity employer committed to inclusion and diversity . All employment decisions are based on business needs, job requirements , and individual qualifications, without regard to race , color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics .
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
ClearCaptions is an Equal Opportunity Employer.
CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.
Job Details
Pay Type Salary
Hiring Min Rate 64,500 USD
Hiring Max Rate 84,400 USD
If you have questions about this posting, please contact [email protected]