Customer Experience Training Specialist (Remote)

One80

9d • Remote

About The Position

We are seeking a Customer Experience Training Specialist who will be responsible for enhancing our team’s customer service skills, service delivery, and ensuring consistent, high-quality experience for our clients. This role will design, develop, and deploy consistent customer service processes, procedures, and systems to equip employees with the knowledge and skills needed to enhance and exceed customer expectations across Life & Health and Business Insurance Lines. Your Impact: Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions. Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions. Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance. Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions. Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed. Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements. Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery. One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com. If you have any questions about this posting, please contact [email protected]. The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role. One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers. Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice . One80 Intermediaries offers market leading access to major insurance markets in the US, UK, Canada and Asia, as well as exclusive programs and in-house binding authority for property & casualty, financial lines, personal lines, life insurance, medical stop loss risks, travel/accident and health, executive benefits, affinity business and warranty coverage. One80 serves commercial companies, non-profits, public entities, associations, unions and private individual risks; and has offices in 55 locations throughout the US and Canada.

Requirements

• Bachelor’s degree in business management, business administration, education, or related field of study.
• 5+ years working in a professional training environment with at least 2+ years of experience in instructional design.
• Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization.

Nice To Haves

• Experience in a contact center environment with a focus on Five9 administration preferred.
• Prior experience in the insurance industry is preferred including a Life & Health or Property & Casualty (P&C) insurance license also being highly desirable.

Responsibilities

• Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions.
• Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions.
• Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance.
• Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions.
• Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed.
• Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements.
• Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level