Customer Experience Training Lead

WHO WE ARE

At Orion180 we dont just stand out for what we do we shine because of how we do it. By integrating cutting-edge proprietary technology innovative solutions and compassion for serving our customers we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology unparalleled customer service and a comprehensive suite of products.

Orion180 is proud to call two vibrant cities home. Our headquarters on Floridas stunning Space Coast in Melbourne offers an exceptional quality of life with affordable housing excellent transportation and close proximity to major cities like Orlando Tampa and Miami. Our Irving Texas location places us in a dynamic center of culture business and entertainment keeping us deeply connected to innovation and growth.

CUSTOMER EXPERIENCE TRAINING LEAD

The Customer Experience (CX) Team is a key part of Orion180s great insurance experience because they help policyholders agents and partners with accuracy professionalism and care. This group handles customer questions policy service requests and customer education across a number of channels to make sure that problems are solved quickly and effectively.

As the CX Training Lead you will be in charge of delivering in-person training supporting new hires until they graduate out of our training program and working as a SME to develop SOPs and keep our Knowledge Base current and updated. You will work directly with Team Leads Managers and our Instructional Designer. You will contribute to our effort to make sure that every interaction shows Orion180s dedication to innovation empathy and world-class support.

WHAT YOULL DO:

Leadership & Training

Lead the delivery of highquality onboarding and ongoing training that equips CX associates to deliver empathetic accurate and professional customer interactions across all channels.

Travel to other Orion180 CX locations as needed to deliver in-person training.

Reinforce CX service standards by modeling bestinclass customer interactions and training associates on tone communication and problemsolving skills.

Partner closely with Quality Instructional Design and CX Leadership to ensure training content aligns with quality expectations customer experience goals and evolving business needs.

Incorporate scenariobased and roleplay training to prepare associates for realworld customer situations and complex interactions.

Support a consistent customerfirst culture by embedding CX values service expectations and softskill development into all training programs.

Function as a subject matter expert training associates on policies procedures and tools to ensure accurate compliant and consistent information is provided to customers.

Act as a trusted resource for onboarding associates providing guidance and support that builds confidence and promotes exceptional customer experiences.

Customer Service Excellence

Build strong trusting relationships with new hires by serving as a consistent point of support throughout onboarding and early development.

Deliver engaging inperson training that prepares associates to provide empathetic accurate and professional customer service.

Create a welcoming and supportive learning environment that encourages questions confidence and continuous growth.

Model excellent customer service behaviors and communication standards in all training interactions.

Foster a culture of learning accountability and pride in delivering exceptional customer experiences.

Performance & Process Management

Partner with Instructional Design to execute and continuously improve structured onboarding and training programs to ensure consistency knowledge retention and readiness for production.

Identify training gaps through collaboration with Quality and CX leadership using performance trends and feedback to refine training approaches.

Support development of training documentation playbooks and materials to ensure processes are clear current and scalable.

Track training effectiveness and readiness metrics providing insights and recommendations to leadership.

Support process improvements by translating operational or quality findings into targeted training initiatives.

Ensure training programs adapt to new lines of business tools or process changes while maintaining CX service standards.

Promote continuous improvement by evaluating training outcomes and making datainformed enhancements

WHAT WERE LOOKING FOR:

Education: High school diploma or GED required; must be at least 18 years old.

Experience: Minimum of 2 years in customer service (phone or in-person). Prior training experience.

Licensing: Property & Casualty Producer License (General and Surplus Lines) preferred; otherwise must obtain 440 license within 30 days.

Skills:

• Strong interpersonal and relationshipbuilding skills with the ability to connect quickly with new hires and establish trust.
• Proven ability to deliver engaging effective inperson training for adult learners.
• Excellent verbal and written communication skills with the ability to explain concepts clearly and confidently.
• Coaching and development mindset with a passion for helping associates grow their skills and confidence.
• Solid understanding of customer service best practices and customer experience principles.
• Ability to adapt training approaches to different learning styles and experience levels.
• Strong organizational skills with the ability to manage multiple training priorities at once.
• Comfortable providing constructive feedback in a supportive and encouraging manner.
• Collaborative approach with the ability to partner effectively with CX leadership Quality and peers.
• Detailoriented with a commitment to consistency accuracy and high standards.
• Ability to remain flexible and positive in a fastpaced evolving environment.
• Demonstrated professionalism reliability and accountability.

WHATS IN IT FOR YOU:

• Dynamic Environment:Thrive in a fast-paced collaborative and results-driven office where your contributions make a real impact.
• Career Growth:Opportunities for professional development and advancement within a supportive company culture. We believe in nurturing talent and providing the tools you need to succeed.
• Compensation:Competitive pay with performance bonuses.
• Benefits:Medical dental vision 401k paid holidays PTO and more!

Regularly required to sit stand and walk including the use of stairs. Ability to communicate with others lift light objects (<25 lbs) and use standard office equipment. Required to bend twist or stoop to open/close cabinets or reach for files.

If you need special assistance or an accommodation to apply for a posted position contact our Human Resources department at .

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.