360 Direct Access logo
360 Direct Access

Transforming access: Elevating CX for Deaf/HH customers with fully customizable, cutting-edge technology and services.

Trainer

Location

United States

Posted

87 days ago

Salary

0

Seniority

Junior

High School1 yr expEnglishAssamese

Job Description

Trainer

360 Direct Access

• Train & Onboard New Reps - Run onboarding sessions for new Customer Support Representatives, covering our customer service best practices. • Create easy-to-follow training materials, guides, and reference tools that reps can actually use on the job. • Use role-plays, practice scenarios, and quick check-ins to help trainees feel ready and confident before they go live. • Support & Coach - Keep an eye on how new hires are doing after training and step in with extra coaching when needed. • Work with Team Leads and QA to make sure your training lines up with what great customer service actually looks like. • Run refresher sessions whenever new updates or process changes come down the line. • Track & Report - Keep clear records of who's been trained, how they're progressing, and where there are gaps. • Share what you're seeing with leadership so we can keep improving the training process. • Collaborate - Work closely with the CX Training Lead, Team Leads, and QA to make sure everyone is aligned on expectations and standards. • Be a connector between new reps and the broader support team to make sure nothing falls through the cracks. • Join team meetings and calibration sessions to stay current on quality expectations and process updates.

Job Requirements

  • Fluency in American Sign Language (ASL)
  • Strong communication skills, both in ASL and written English
  • Ability to explain processes clearly and adapt your approach to different learning styles
  • Comfortable leading training sessions in a fully remote environment
  • Basic familiarity with video platforms and CRM or ticketing tools
  • Experience in customer support, training, or a coaching role (about 1 year is a great starting point)
  • Prior experience working with or supporting the Deaf and Hard of Hearing community
  • Background in QA or Team Lead work — this role grows in that direction

Benefits

  • 100% remote — work from wherever you do your best work
  • A supportive, collaborative team that has your back
  • Room to grow — strong performers move into Team Lead or QA roles as we expand
  • This starts as a contractor role, with the opportunity to become a full-time employee

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