Training Specialist

The Role

DoorLoop is seeking a dynamic and experienced Training Specialist to join our Customer Success team. In this role, you will be responsible for delivering personalized training and support sessions to our customers, ensuring they maximize the benefits of our software for their businesses. The ideal candidate will be extremely computer savvy, highly organized, and an expert communicator who is dedicated to delivering world-class customer service.

As DoorLoop's Software Trainer, you will:

• Deliver personalized training sessions to DoorLoop customers, providing training to individuals, small groups, and large groups in one-off or multiple training sessions.

• Develop and maintain comprehensive training materials, including scripts, video recordings, and documentation. Provide feedback to help construct and improve training content.

• Stay knowledgeable about DoorLoop's software and features, ensuring all training content and sessions are up-to-date.

• Develop strategic training plans and schedules to support overall team goals and effectively meet customer needs.

• Respond promptly to customer inquiries and training registrations, effectively addressing and solving everything from basic user errors to advanced technical issues.

• Provide stellar customer service for a high volume of customer interactions across multiple communication channels, including phone calls, live chats, training sessions, and email.

• Utilize a data-driven approach to measure the success of training sessions using key performance indicators (KPIs) such as Net Promoter Score (NPS), account health, and customer feedback.

• Use Console & Chrome DevTools to identify and communicate feature and functionality improvements to our Product and Development teams.

• Manage the DoorLoop customer pipeline across platforms, including Salesforce and Intercom.

• Maintain, track, and create training program improvements based on feedback from trainees through direct communication and survey collection.

• Utilize project management skills to organize and deliver training projects on schedule.

• While adhering to DoorLoop's brand messaging and language guidelines, adapt your communication style and delivery to suit different learning preferences and requirements.

• Go above and beyond to provide world-class support and white glove service to DoorLoop's customers.

Qualifications

• Must enjoy teaching and training individuals at different levels of property management, accounting, leasing, and DoorLoop experience, from beginner to advanced.

• Proven experience as a Customer Support, Onboarding, and/or Training Specialist (or similar), preferably in the B2B software or technology industry.

• Ability to work in person from our office in Miami Beach.

• Excellent communication and presentation skills.

• Strong organizational and project management skills.

• Ability to develop engaging training materials and adapt communication style to meet diverse learning needs.

• High level of customer service and self-discipline.

• Flexibility to travel for in-person training sessions as needed.

• Experience in utilizing data and KPIs to measure training success and make improvements.

Why DoorLoop Customer Service?

It's not just about us; it's also about what you get. In DoorLoop Customer Service, you are empowered to become your best.

• YOU BELONG: DoorLoop is a place where you can be your authentic self and diversity is celebrated.
• YOU CAN GROW: Our culture supports those who thrive on delivering results and becoming their best, regardless of their role.
• YOU CAN MAKE A DIFFERENCE: Curiosity, questions, ideas - you are encouraged to act like an owner in everything you do.
• YOU WILL GET SUPPORT: Join DoorLoop Customer Service for ongoing training, development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Competitive wages, company outings, employee stipends, and more! Work alongside intelligent, driven, and passionate Loopers who are making an impact each day.