Training Specialist

At Colibri Group , culture is at the heart of everything we do. Our values Love, Joy, Boldness, Teamwork, and Curiosity—guide how we work together, support our customers, and make a difference in the communities we serve.

Colibri Group is a leader in online professional education, serving more than one million learners each year across a family of trusted education brands. Our Customer Service teams support those learners from the front lines, helping them navigate questions, solve problems, and get the most from their experience with Colibri.

Come Build What’s Next

We’re looking for a Training Specialist Customer Service to help our Customer Service Representatives build the knowledge, skills, and confidence they need to deliver exceptional customer experiences across voice, chat, and email.

This is an individual contributor role responsible for new hire onboarding, continuous learning, e-learning development, and performance enablement within a fast-moving Customer Service environment. You’ll build and facilitate learning experiences, identify opportunities for improvement through performance and Quality Assurance insights, and help teams successfully adopt new tools, processes, and ways of working.

We’re looking for someone who can do more than simply deliver training. You should be equally comfortable building an e-learning course from the ground up, facilitating an engaging live session, analyzing where employees need additional support, and consulting with stakeholders to recommend the right learning solution.

What You’ll Do

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Design, develop, and deliver scalable onboarding, e-learning, and continuous learning programs that improve and maintain Customer Service Representative performance

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Facilitate engaging live virtual and instructor-led training across new hire onboarding, upskilling, process changes, technical topics, and ongoing professional development

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Partner consultatively with Customer Service leaders, Quality Assurance, and other stakeholders to identify performance gaps and recommend learning solutions, not simply take training requests at face value

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Use QA trends, learner feedback, KPIs, and post-training performance data to evaluate training effectiveness and identify opportunities for targeted reinforcement or improvement

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Maintain training programs and operations, including LMS content, course materials, scheduling, completion tracking, readiness documentation, and updates required as tools, technology, products, and processes evolve

What You’ll Bring

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3+ years of experience in training, Learning & Development, Customer Service, contact center operations, or a related environment

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Hands-on experiencedeveloping e-learning and training content, along with demonstrated experience facilitating live virtual and/or instructor-led learning

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A strong understanding of adult learning principles and the ability to translate complex processes, tools, or information into clear and engaging learning experiences

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A consultative approach to stakeholder partnership, with the confidence to assess needs, ask thoughtful questions, and recommend solutions based on performance needs

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Strong communication, presentation, organization, and execution skills, with the ability to manage multiple priorities and adapt quickly in a collaborative, evolving environment

A bachelor’s degree in Education, Business, Organizational Development, or a related field is helpful, but equivalent professional experience is equally valued.

Tools, Platforms, and Methodologies You May Use

Experience with every tool or platform below is not required. We are most interested in your ability to build effective learning experiences, learn new technology quickly, and use data to continuously improve training.

- Learning Management Systems (LMS)

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E-learning and digital content development tools

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Virtual training and collaboration platforms

- Microsoft Office and productivity tools

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Quality Assurance, pe