Training Manager (Remote US)

About HelpGrid

HelpGrid is a performance-driven growth partner for eCommerce brands in the health and wellness space. We specialize in abandoned cart recovery post-sale engagement and customer support helping our clients recover 1015% more revenue from their existing traffic.

What started as a small agile support team has evolved into a full-scale revenue engine and now a technology company. Weve built internal tools that leverage AI and automation to optimize conversations scale faster and deepen customer connection.

Were growing fast and were looking for leaders who want to grow with us people who care deeply about performance but also about people.

About the Role

The Training Manager plays a pivotal role in driving team performance and operational excellence by ensuring all training programs are effective engaging and aligned with business goals. This leader will oversee the training department collaborating closely with Sales Customer Support QA WFM and Operations to deliver high-impact learning initiatives that improve sales results customer satisfaction and efficiency.

The ideal candidate is both strategic and hands-on a strong communicator and coach with a deep understanding of sales and support operations a passion for developing people and the ability to translate business insights into measurable learning outcomes.

Key Responsibilities

Team Leadership & Development

• Lead mentor and develop a team of trainers to deliver engaging high-impact learning experiences.

• Ensure trainers are well-prepared equipped and continuously improving their facilitation skills.

• Oversee trainer performance through regular feedback coaching and performance reviews.

• Manage training schedules and ensure timely delivery of onboarding refresher and upskilling programs.

Training Strategy & Execution

• Design manage and execute training programs for Sales and Customer Support teams.

• Partner with Instructional Designers to ensure training materials are accurate relevant and aligned with business goals.

• Standardize training methodologies and ensure consistency across teams and regions.

• Implement post-training evaluations and knowledge checks to measure learning retention and impact.

Performance & Impact

• Collaborate with Sales QA WFM and Operations to identify performance gaps and training needs.

• Use data and performance metrics to design targeted learning interventions.

• Ensure training initiatives directly improve key metrics such as conversion rates CSAT AHT and QA scores.

• Track and report training effectiveness agent readiness and ROI of learning programs.

Continuous Improvement

• Keep training programs agile and responsive to evolving business needs.

• Introduce innovative learning techniques and technologies to increase engagement and retention.

• Support change management initiatives by ensuring teams are trained on new processes policies and systems.

• Streamline training operations for efficiency without compromising quality or learner engagement.

Qualifications

Required Skills & Experience

• 4 years of experience in training management or a similar leadership role.

• Proven experience leading and developing a team of trainers in a fast-paced performance-driven environment.

• Strong understanding of sales processes customer support operations and performance coaching.

• Excellent analytical skills with the ability to translate performance data into actionable training strategies.

• Exceptional communication facilitation and leadership skills.

• Experience collaborating cross-functionally with QA WFM HR and Operations teams.

• Highly organized adaptable and results-oriented.

Employment Details

• Department: Operations

• Reports To: Head of Operations

• Type: Full-time

• Schedule: U.S. Eastern Time Zone

• Location: Remote

Benefits

• 100% remote work

• Opportunity to lead and grow a training department

• Health insurance

• 25 days of annual leave

• Fast-growing collaborative company culture

Why Join HelpGrid

At HelpGrid training isnt just about teaching its about transforming performance. As the Training Manager youll shape the way teams learn grow and deliver results. Youll have the opportunity to lead meaningful change develop people and directly impact business success in a supportive high-performance environment.

Equal Opportunity Employer

We are committed to equality of opportunity welcoming diverse candidates and fostering a work environment free from discrimination on the basis of race color ancestry national/regional or ethnic origin religious beliefs sex gender identity sexual orientation marital or family status age or physical impairments.