Support Development Trainer

Job Description

Work Beautifully

Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.

Our People. Our Culture.

At Dialpad, we believe that when the right people come together, anything is possible. We’ve created an incredible, passionate, and welcoming culture that truly makes Dialpad an amazing place to work. We also place equity, balance, and belonging at the heart of everything we do.

At Dialpad, work isn’t a place you go, it's a thing you do. And we don’t just build products for anywhere workers—we are anywhere workers. With offices in the Bay Area, Austin, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore to support our hybrid workers, and remote workers around the world, we are dedicated to building a diverse workforce, where each individual is welcomed and valued for their different perspectives and contributions.

Join The Movement

After founding Google Voice and radically transforming consumer communications, our founders set out to completely transform the way the world works together. With over $2B in valuation and funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.

About the Role

The Support Development Trainer is a Dialpad and Dialpad Meetings product champion who provides training and support to our T1 Support agents to further develop their knowledge and skills. They also are responsible for knowing and training to all Support processes and help ensure agents are following the process along with their product knowledge.

Who you are

You have a passion for training and developing others. You are able to maintain a dialogue with various participants and groups of learners. You have strong communication and interpersonal skills which help you attract and maintain attention, break the ice, and shift the focus of learners when needed. You are flexible, creative and love being organized in a fast paced environment. Helping colleagues with tasks outside of your job description is something you kind of get a kick out of and you love learning new products, processes and taking on the challenge of teaching what you’ve learned.

What you will achieve

In your first 30 days, you’ll:

• You’ll work closely with the your manager as well as the rest of the Support Development team to learn about Dialpad as a company and also the Dialpad product offerings
• You’ll start to network with teams you will be working closely with such as T1 Customer Support, T2 Product Support, T2 Telephony Support, and Product Management
• You’ll work with your Support Development and enablement team as they walk you through your onboarding classes; these classes will be an introduction to the Trainer role and Support Development team

In your first 60 days, you’ll:

• You’ll begin to shadow your teammates calls to get a good understanding of the Support Development processes
• You’ll learn the Dialpad Products and Support methodology and the various tools (Lessonly and Guru) you will be using to build and present content during new hire onboarding and on-going development

In your first 90 days, you’ll

• With the help of your teammates you’ll work directly with the Product Management team to build new and update already existing training materials
• Work with your manager and team to start presenting, assigning, and grading training content in our LMS tool (Lessonly and Guru)
• Work with your manager and team on the communication process around presenting new lesson assignments and guiding the Support team through the material

You’ll be responsible for

• Assists in coordinating and presenting in our 7 week new hire onboarding program where all Support new hires attend daily remote classes to learn and prepare for their role in providing customer support.
• Assist in creating and presenting process docs on any support duties and tools, any new Product features, and any new backend processes
• Collaborate with Support Leadership and Support Quality Auditors to create training programs to address skill gaps in agents
• Assist in evaluating employee performance to guauge where skill are lacking

Requirements

• Minimum of 3 years work experience as a Customer Service Trainer or similar role
• Experience in customer service positions is a plus
• Call Center Experience a plus
• Knowledge of Learning Management Software (LMS)
• Familiarity with interactive learning activities
• Excellent written communication and documentations skills
• Excellent communication and presentation skills
• BSc degree in Education, or Technical field a plus
• Additional certification in training is a plus

Benefits

Culture

We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill & Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged.

Compensation and Equity

Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

Healthcare and Wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. In addition, we offer resources for you through our Employee Assistance Program. We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend. Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!.

Equity, Balance, and Belonging

At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Flexible Work Accommodations

These days, it’s business as unusual. That’s why we offer a monthly stipend to help cover your cell phone and home internet. We also cover costs for home office equipment and encourage employees to take advantage of our generous time off and vacation policy.

Education

We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Dialpad is an equal opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.