CX Training Facilitator

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. 

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. 

We are looking for a dynamic CX Training Facilitator who’s ready to level up our Customer Experience (CX) teams through impactful training and development. In this role, you’ll be at the center of our learning initiatives—leading new hire trainings, delivering engaging refreshers, and collaborating cross-functionally to identify and close learning gaps. You will equip CX team members with the knowledge, tools, and confidence they need to exceed expectations and provide top-tier service to our community of Roadie customers.

What You’ll Do

• Conduct interactive, engaging training sessions that drive learning retention for CX new hires and ongoing team training
• Partner with content team to share insights on training material effectiveness and opportunities for enhancement
• Attend weekly staff meetings to provide training updates on the Roadie platform and new internal SOPs
• Analyze performance trends and uncover learning opportunities at both individual and team levels
• Partner with CX Leadership and the Training & Quality team to create tailored training plans that drive performance
• Act as the go-to expert on all things CX—from processes to product updates
• Maintain polished and up-to-date training materials, including live content, on-demand modules, and assessments
• Stay close to the front lines by handling Support cases monthly to stay current with challenges and customer needs
• Contribute to the creation of fresh, innovative training content and programs
• Support our Customer Support team with coaching and quality improvement efforts
• Assist in conducting Quality Assurance evaluations to uphold high service standards

 What You Bring

• 1+ year of experience in a training facilitator related role 
• Proven success in coaching, mentoring, or training peers
• Strong track record of high-quality performance, especially in meeting quality benchmarks
• Experience with training tools like Lessonly/Seismic Learning or Articulate/Reach
• A solid grasp of modern training methods and e-learning platforms
• Excellent time management, critical thinking, and problem-solving skills
• Natural relationship-builder with strong communication and active listening skills
• Confidence leading groups of all sizes and providing actionable, motivating feedback
• Self-starter with the ability to thrive independently and in collaborative environments
• Passion for personal growth, professional development, and helping others succeed
• Comfort with Salesforce and the ability to use it effectively in a support/training setting

• Competitive compensation packages 
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 
• Flexible work schedule with unlimited PTO 
• Monthly 3-day weekends
• Monthly WFH stipend 
• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
• The technology you need to get the job done