Technical Support Trainer

| Seattle

Zipwhip is a Seattle-based SaaS (Software-as-a-Service) company providing text messaging to businesses across North America through cloud-based software and a best-in-class API solution. One of the fastest-growing tech companies in North America as ranked by Deloitte Fast 500 2017 and 2018, Zipwhip invented the technology that enables businesses to text using their existing landline, VoIP or toll-free phone number and communicate with consumers the modern way. 

Zipwhip is aggressively investing in our people, product offerings and processes. We are backed by Goldman Sachs, Microsoft Ventures, OpenView, Voyager Capital and a host of other investors, and are seeing rapid growth in both employees and revenue. Zipwhip is the only business-texting provider with direct connections to all Tier 1 and 2 wireless operators in the U.S., and we've delivered billions of texts to consumers nationwide. 

Zipwhip employees come to work every day (to one of Seattle's coolest offices) inspired and ready to live out our DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration, and Trust. If you want to be part of an organization where highly motivated thinkers are empowered to change the way we communicate with the world around us, then we'd like to hear from you.

What we're looking for: 

We are looking for a Technical Support Trainer that could help scope, design and deliver programs for successfully onboard new hires and develop product and technical skills. We are seeking someone who will advocate for a customer-centric support approach and share our company DIRECT values.

The ideal candidate will effectively collaborate with Support, Sales and HR leadership to implement learning and development programs and improve quality standards to enhance both the employee and customer experience.

What's the job really? 

  • Be the go-to trainer for any support training initiative.
  • Drive business impact by identifying creative ways to train the Support team, internal/external customers, and future partners.
  • Develop new hire training plans to ensure success for new employees from Day 1. This includes training new Support members on all systems, processes, procedures, and technology; along with business etiquette, soft skills and customer service standards.
  • Deliver instructor-led classroom training to end-user team members and partners.
  • Utilize a variety of training methodologies, techniques, concepts, learning tools and practices to ensure maximum learning effectiveness; including audio, video, simulations, role plays, gamification.
  • Collaborate with other Zipwhip training team members and cross-functional groups (Sales and Customer Success) to manage and improve the end-to-end Support training experience.
  • Mentor and train internal and external trainers as part of a train-the-trainer program.
  • Learn new features and training materials that correspond with each major product release. Support updates, revisions and improvements to any existing content, courses, and materials.
  • Work directly or indirectly with internal/external customers or partners to develop detailed training plans for the team.
  • Help shape the ongoing strategy and mission for the training program; expand the training program to meet business goals.
  • Maintain a full understanding of all Support processes, becoming a Subject Matter Expert resource.
  • Collaborate with leadership to drive improvement ideas generated through auditing and training outcomes.
  • Ensuring the strategic alignment of the training department with business goals.
  • Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance; identify training KPIs to measure success.
  • Remain customer-obsessed, and provide the best possible training experience.

What you bring to the table: 

  • 3+ years of training-related work experience. Experience conducting classroom training for related technology products and services. A proven track record of training program development and management.
  • Experience designing and developing instructor-led content with technical subject matter content. Experience in training and developing onsite, remote and virtual teams.
  • Bachelor’s degree in education, or a related discipline. Knowledge of learning and development of best practices. Professional certification, such as CPTM, is preferred.
  • Must be able to perform independently, be self-motivated and demonstrate initiative.
  • Excellent oral presentation skills, interpersonal communication, and writing skills.
  • Moderate analytical skills to deep dive into data for training need analysis.
  • Ability to effectively communicate with stakeholders across Product, Marketing, Engineering, Sales, and Success team.
  • Proven ability to learn new knowledge fast and develop instructional courses.
  • Maintains diligent attention to detail and high-quality bar.
  • Travel as needed for vendor onsite training activities.

What we offer:

  • Fun, lively startup culture and one of Seattle's coolest offices. Note we’ve since moved into an even cooler office (300 Elliot Ave).
  • Core values-based leadership.
  • A culture of employee engagement-lively weekly company updates as 1 example.
  • Competitive salary and stock options.
  • Stipend for transportation and cell phone usage.
  • Full benefits package including parental leave, a generous matching 401k program, PTO, and medical, dental, vision, disability, and life insurance.
  • Complimentary snacks, complimentary beverages, and free lunch on Fridays catered by local chefs.

Zipwhip values an inclusive and diverse team.

Being an equal opportunity employer is important to us. We work hard every day and value an inclusive and diverse team. We are an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, national origin or ancestry, citizenship status, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, age, marital status, veteran status or any other status protected by federal, state or local law.

We are an E-verify participating employer.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • MarketoLead Gen

Location

We just moved into a brand new space across from Elliott Bay - check out our water view, sky bridge to a beach park and roof deck.

An Insider's view of Zipwhip

What are some social events your company does?

Every Friday we do something called Gourmet Lunch Friday, or "GLF" as we call it, where we get lunch catered by local chefs and the whole company comes together to eat lunch. This is also a time to go over weekly updates about product, engineering, and sales.

Jenna

Talent Manager

What are Zipwhip Perks + Benefits

Zipwhip Benefits Overview

Flexible PTO policy in addition to 11 other standard holidays
About 8 days of paid sick leave per year
Medical, dental, and vision benefits
401K (matching 100% of the first 1% and 50% match on 2-6%. Only 17% of companies have better matches than we do)
Parking or transportation subsidy of $75/month
Cell phone stipend of $20/month
Gourmet Lunch Fridays (catered lunch every Friday)
Free drinks and snacks in the office space
Subsidized breakfast and lunch in cafeteria
Discounted fitness center near the office, and free fitness classes in the office

Culture
Volunteer in local community
Zipwhip participates in local volunteer activities such as the Big Climb -Leukemia & Lymphoma Society, Backpack Bridgade, and PAWS.
Friends outside of work
Eat lunch together
Intracompany committees
Zipwhip has culture and fun committees that are re-elected annually and manage events and programs from our annual holiday party to our volunteer programs.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Zipwhip provides employees a subsided gym membership program at a gym near the office for $20/ month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Customized development tracks
Paid industry certifications
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