Onboarding Associate

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer more productive and more profitable. For the first time ever safety operations and finance teams can manage their drivers vehicles equipment and fleet related spend in a single system. Combined with industry leading AI the Motive platform gives you complete visibility and control and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100000 customers from Fortune 500 enterprises to small businesses across a wide range of industries including transportation and logistics construction energy field service manufacturing agriculture food and beverage retail and the public sector.

Visit to learn more.

About the Role:

As an Onboarding Associate in Support Enablement you will play a crucial role in enhancing the competencies of new and existing employees enabling them to provide exceptional customer service and achieve performance goals in alignment with the companys core values. You will be responsible for performing training needs assessments on new processes and policies partnering with Instructional Designers to design and deliver training curriculum and learning materials and managing all phases of training for Technical Support Engineering and Tier 1. This position plays a key role in equipping the team with the skills and knowledge necessary to be successful and ultimately delivering an exceptional customer service experience.

What Youll Do:

• Deliver comprehensive training programs for new and existing employees focusing on customer service skills product knowledge system usage and call-handling techniques.
• Conduct interactive and engaging training sessions in a virtual classroom setting to facilitate learning and skill development.
• Utilize various training methods such as role-playing simulations and group activities to promote active learning and reinforce key concepts.
• Monitor trainee progress during and after training programs providing constructive feedback and coaching to improve performance and address areas of improvement. Report to leadership on the training environment success and opportunities for development.
• Conduct refresher training sessions to reinforce learning and update agents on new products services or policy changes.
• Assess training needs and identify knowledge gaps through performance evaluations and feedback from leadership.
• Collaborate with leadership and subject matter experts to ensure training materials and programs are up-to-date and aligned with the latest policies procedures and industry best practices.
• Create training materials including presentations manuals and job aids to support the training curriculum and ensure consistent delivery of content.

What Were Looking For:

• Bachelors degree in a relevant field or equivalent work experience as a Customer Support Agent/Representative.
• 2 years in training learning and development or related field
• Excellent communication and presentation skills in English with the ability to convey complex information clearly and concisely.
• Strong interpersonal skills capable of establishing rapport and credibility with learners at all levels.
• Adaptable and flexible approach to training adjusting methods and content to accommodate different learning styles and needs.
• Patience empathy and a passion for developing others skills and abilities.
• Know how to use training software learning management systems and virtual training tools such as Articulate RISE Lessonly Google Workspace or similar.
• Analytical mindset with the ability to assess training needs analyze performance data and identify areas for improvement.
• Effective time management and organizational skills with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Learning Strategy experience would be ideal but not required. However a strong understanding of adult learning needs is necessary in order to make strong recommendations for a consistent cycle of improvement
• Familiarity with call center metrics and performance indicators is a plus.
• Experience in software as a service (SaaS) or transportation industry is a plus.
• Experience with Salesforce is a plus.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

Please review our Candidate Privacy Noticehere.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motives policy to require that employees be authorized to receive access to Motive products and technology.