Lead, Support Trainer
Lead, Support Trainer
Posted on :
22-07-2025
Employer Active
1 Vacancy
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Job Description
Fullscript helps people get better. Its at the core of everything we do. As theleading platform for prescribing integrative health products our work positively impacts millions of lives everyday. Our purpose extends well beyond our platform. As a health company we are committed to the wellbeing of our team members. We are building an organization where people thrive grow and have a high impact through their work.
At Fullscript were raising the bar on what exceptional customer support looks likeand that starts with world-class training. As our Lead Support Trainer youll work with the Manager Training & QA to develop and execute training programs for our growing Customer Support team. From leading a team of trainers and content specialists to optimizing training programs across multiple roles and locations youll turn learning into business impact by boosting agent confidence accelerating ramp times and enhancing the customer experience.
This role is built for a strategic doer: someone who can turn complex needs into scalable programs elevate team capability and transform cross-functional content into actionable support enablement resources. Youll be a key driver in shaping CS into a growth engine empowering agents to deliver better outcomes for practitioners and patients alike.
What youll do
- Support the Manager Training & QA in the direction design and delivery of support training for multiple support roles and geographies.
- Mentor and directly manage Training Content Specialists and Trainer fostering collaboration and continuous improvement.
- Develop and deliver specialized training programs (virtual with some in-person training needs) and act as a backup facilitator for training programs as needed.
- Manage live training logistics such as scheduling workshop facilitation and ensuring training coverage across multiple training programs and locations.
- Integrate diverse learning modalities (e.g. microlearning scenario-based practice peer-to-peer coaching) into programs to accommodate varied learning styles and environments.
- Champion the use of AI-enhanced learning tools and automation to streamline program delivery and reinforce training outcomes.
- Analyze agent performance metrics and QA data to identify training gaps and drive iterative improvements across all onboarding and ongoing development training programs.
- Collaborate with Product Enablement and Marketing teams to transform cross-functional content into support-agent-friendly learning materials.
- Champion agent development and satisfaction through clear pathways relevant learning and impactful coaching.
- Support the development of frontline coaches by contributing to Coach the Coach and CS leadership programs.
What youll bring
- 2 years of proven leadership experience managing or mentoring other leaders and/or trainers or instructional designers.
- 1 years of experience supporting or training in lab services diagnostic workflows or a closely related field with demonstrated familiarity in laboratory or diagnostic contexts.
- Demonstrated ability to strategically shape learning programsnot just deliver themwith a strong understanding of how training connects to performance retention and business goals.
- Excellent cross-functional communication and the ability to align stakeholders.
- Familiarity with LMS platforms instructional design best practices and content development tools (Google Suite etc.)
- Experience with adult learning principles instructional design and knowledge management systems.
What we can offer you
- Generous PTO and competitive pay
- Fullscripts RRSP match program for financial health
- Flexible benefits package and workplace wellness program
- Training budget and company-wide learning initiatives
- Discount on Fullscript catalog of products
- Ability to work Wherever You Work Well*
Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people period. All employment decisions are based on business needs job requirements and individual qualifications without regard to race color religion or belief national or ethnic origin gender age disability sexual orientation gender identity and/or expression marital or civil status political affiliation family or parental status or any other status protected by the laws or regulations in the jurisdictions in which we operate. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to and let us know the nature of your request and your contact information.
Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people period. All employment decisions are based on business needs job requirements and individual qualifications without regard to race color religion or belief national or ethnic origin gender age disability sexual orientation gender identity and/or expression marital or civil status political affiliation family or parental status or any other status protected by the laws or regulations in the jurisdictions in which we operate.
Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to and let us know the nature of your request and your contact information.
Employment Type
Full-Time
Key Skills
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