Job Description
At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,
Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,
and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,
introducing some of the first web-based professional education courses in 2001. Today, the company’s
family of brands are the leading online professional education platforms in their respective end-markets.
We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned
professionals. To learn more, please visit: www.colibrigroup.com
Position Overview:
As a Customer Service Training Professional, you’ll play a critical role in building scalable, data-informed learning and enablement programs that empower Customer Service Representatives (CSRs) to deliver exceptional customer interactions across voice, chat, and email channels. This role focuses on onboarding, continuous learning, performance support, and change enablement—ensuring training evolves alongside business growth, technology adoption, and shifting customer expectations.
What You’ll Do:
Training Program Design & Delivery (60%)
- Design, develop, and implement scalable onboarding and continuous learning programs for Customer Service Representatives in a fast-paced, contact center environment.
- Deliver engaging learning experiences across multiple modalities, including live virtual training, asynchronous learning, and performance-based reinforcement.
- Ensure training content remains current and adaptable to new tools, technologies, processes, and customer service models.
- Partner with Customer Service leadership, Quality Assurance, and other stakeholders to identify skill gaps, assess training needs, and align learning solutions with operational and CX goals.
- Facilitate live, synchronous learning sessions for new hire onboarding, cross-functional upskilling, and ongoing professional development programs.
- Apply adult learning principles and industry best practices to drive learner engagement and knowledge retention.
Performance Enablement & Training Operations (30%)
- Measure and evaluate training effectiveness using key performance indicators (KPIs), learner feedback, Quality Assurance trends, and post-training performance metrics.
- Analyze Quality Assurance data to identify opportunities for targeted training and continuous improvement.
- Serve as a liaison across departments to ensure consistent communication, service standards, and training alignment.
- Coordinate and manage training logistics, including scheduling, communications, and session preparation for both synchronous and asynchronous learning.
- Maintain accurate documentation of training activities and outcomes, including attendance, completion rates, and CSR readiness.
- Manage course materials within the Learning Management System (LMS), ensuring content is current, accessible, and accurately tracked.
Continuous Improvement & Innovation (10%)
- Stay current on contact center, learning and development, and customer experience best practices, incorporating improvements into training programs.
- Support the rollout and adoption of new tools, technologies, frameworks, and operational processes through structured training and enablement.
- Contribute to the ongoing evolution of training standards, learning paths, and enablement strategies as the organization grows.
What You’ll Need to Succeed:
Education
- Bachelor’s degree in Education, Business, Organizational Development, or related field, or equivalent experience.
Experience
- 3+ years of experience in training, learning and development, customer service, or contact center operations.
- Experience supporting a growing or fast-paced environment preferred.
- Skills & Competencies
- Dynamic and confident facilitator with strong presentation and communication skills.
- Comfortable delivering both soft skills and technical training content in a virtual environment.
- Strong instructional design and content development capabilities.
- Proficiency with LMS platforms, virtual training tools, and Microsoft Office.
- Ability to design scalable learning solutions and adapt quickly to change.
- Strong organizational skills with the ability to manage multiple initiatives and meet deadlines.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you’re excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn’t align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don’t hesitate to take the leap and apply today!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
