US Training Specialist

Role Details

About Us

PartnerHero is now Crescendo a stronger bolder force in customer experience.
Crescendo represents growth momentum and transformation. By bringing together PartnerHeros world-class outsourcing expertise and Crescendos innovation in customer experience and operations were setting a new global standard.

We deliverAugmented AI the powerful combination of agentic AI and real human expertise giving our partners scalable 24/7 support in any language without compromising quality or Crescendo we dont just connect talent with opportunity weelevate businesses and people worldwide. Our integrated technology global reach and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to whats next.

The Role

Do you like helping others A Dedicated Trainer helps to keep training content consistent and up-to-date new PH agents supported and coached to achieve their full potential and maintains a proactive awareness of gaps in the partner knowledge base. Our trainers are the first to get acquainted with our new team members and be their guide through the many tools resources and workflows we utilize!

We are looking for a passionate support-focused and adaptable Trainer to assist with our growing Headway team. As a Trainer at PartnerHero you will spend approximately 50% of your time in supporting our partners customer in production and approximately 50% of your time creating and leading learning programs to encourage development of growth-oriented customer-centric contributors!

A successful candidate will be able to balance weeks-long training initiatives and collaboration with multiple stakeholders with meeting production expectations while completing tasks assigned by leadership during periods where training is not scheduled. The ideal candidate will be detail-oriented while being able to see the big picture and be a strong independent worker with superb communication and time-management skills..


What Youll Do:

• Assist in creating interactive and engaging instructor-led and online training courses
• Revise update and maintain training courses
• Contribute to online instructional design and development standards
• Perform technical review and quality testing of completed courses
• Adhere to Headway brand image and style guidelines in training asset development
• Leverage best practices in Knowledge Centered Service to develop and maintain a robust and efficient knowledge base for staff and partner consumption
• Schedule and deliver standard training plans on a defined timeline for partners and Headway staff in a virtual environment
• Maintain current knowledge of Headway products
• Understand and demonstrate proficiency with various teams processes and procedures for successful training of staff
• Conduct quality evaluations on specified Partner Success teams providing feedback to staff and management
• Periodically evaluate training modules and programs for effectiveness and implement
• improvements
• Actively participate in team meetings projects and other initiatives to ensure collaboration visibility and support to teams
• Perform other duties as assigned to ensure the success of the team and the entire organization
• Assist Headway by helping clients gain access to mental healthcare primarily through email and outbound phone calls (business to business) with insurance agents for up to 50% of scheduled working hours
• You perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
• You may flex between program duties and provide ad hoc support for program specific projects products queues and coverage
• Depending on business needs and the needs of our partner occasional shift realignments holiday coverage and schedule assignments are subject to change at any time and require your ability to meet assigned schedules

What We Expect From You:

• 2 years of experience in a Customer Experience role
• 6 Months experience with educational resource development and facilitation
• Solid understanding of or experience with Headways products and services
• Fundamental understanding and ability to apply adult learning principles
• Ability to meet tight timelines
• Strong presentation and technical writing skills
• Experience designing training
• Demonstrated knowledge of instructional design tools
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly completely and in a timely manner
• Ability to organize effectively determine priorities and move work forward
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Willingness to accept coaching to remove barriers to effective working relationships
• Understanding of knowledge center support methodologies to develop a knowledge base that is effective for staff and partner consumption
• Must be able to perform the physical and intellectual requirements of the role with or without accommodation
• An identification with Crescendos Core Values: Be Humble Take Ownership Care for Others Embrace Growth Manifest Trust

What Youll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical dental and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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