We’re looking for a Training Specialist to help us build and facilitate instructor-led training workshops, subject specialist training content, and eLearning modules for our worldwide Customer Support teams. You’ll be working on onboarding and other training programs to help ensure the ongoing, long-term improvement of Customer Support Advocates’ skills, enabling them to fulfill their potential within the Customer Support team. This role is Hiring in Mexico City, Mexico and will report to Manager, Customer Support Training & Development.

WHAT YOU’LL DO:

Facilitate onboarding for all new Customer Support Advocates, including assessing new hires’ knowledge and providing feedback and guidance
Create and lead training programs for Customer Support Advocates across our Ecommerce, Enterprise, and Escalation Center teams on technical skill-building and soft skills such as upselling techniques, contact handling when dealing with difficult customers, business acumen, troubleshooting, chat, and phone-based customer support




Create and lead specialized training programs as needed with flexibility and adaptability to deliver some courses in various time zones
Collaborate with the product team, Customer Support leadership, and senior Customer Support Advocates to develop and implement training for new product launches, features, and functionality
Report on training feedback and results, contributing to monthly data reviews and general updates
Assist in the maintenance of existing courseware and materials
Assist in the maintenance of the internal knowledge base
Research and present new technologies and methodologies in workplace learning

WHAT YOU’LL NEED:

3-5 years experience (or equivalent combination of education and experience) in course design, course facilitation/instruction, or e-learning design/delivery
Experience coordinating and delivering webinars, in-person training, and other virtual training
Ability to create engaging live and digital content, and present this in a

📌 Training Specialist, Customer Support (Ciudad de México)
🏢 Hootsuite
📍 Ciudad de México