Customer Success Learning Development Specialist

Ashley Furniture Industries • Tampa, FL

1d • Onsite

About The Position

The Customer Success Learning & Development Specialist supports Customer Success and Retail teams through comprehensive training delivery, onboarding support, content maintenance, coaching, and process improvement initiatives. This role serves as a critical resource for employee development and operational knowledge, ensuring teams have the tools and training needed to deliver exceptional customer experiences.

Requirements

• Equivalent combination of education and relevant work experience will be considered
• 1-3 years of experience in customer service, training, onboarding, content support, or process improvement environments
• Experience creating and maintaining training content and documentation
• Demonstrated experience facilitating training or presenting to groups

Nice To Haves

• Experience with LMS platforms, content management tools, and video creation tools
• Proficiency with CRM systems and knowledge base systems
• Background in instructional design or adult learning principles
• Certification in training delivery or instructional design (e.g., CPTD, ATD certificates)
• Strong Microsoft Office skills, particularly PowerPoint and Word
• Experience in retail or customer success environments
• Familiarity with change management principles and practices
• Previous coaching or mentoring experience

Responsibilities

• Facilitate and deliver training programs for Customer Success and Retail teams
• Maintain and update learning materials, SOPs, and process documentation to ensure accuracy and relevance
• Support employee development through ongoing coaching and performance support
• Track training completion, learner progress, and adoption of new processes using operational KPIs
• Serve as a subject matter expert resource for process and operational knowledge
• Design and deliver onboarding experiences for new Customer Success and Retail team members
• Provide post-training support to help employees apply knowledge and build confidence
• Conduct check-ins and follow-up coaching to ensure successful knowledge transfer
• Create, update, and maintain training materials, job aids, videos, and reference documents
• Ensure content accuracy through collaboration with operations, quality, and leadership teams
• Organize and manage training content in LMS platforms and knowledge management systems
• Identify workflow inefficiencies and support implementation of process improvements and best practices
• Recommend updates to training materials, SOPs, workflows, and operational processes to improve employee performance and customer experience
• Partner with stakeholders to ensure successful rollout of process updates and changes
• Partner with operations, quality, leadership, and support teams to ensure training content accuracy
• Collaborate on successful rollout of process updates and system changes
• Provide facilitation, feedback, and ongoing support to help employees build knowledge and confidence

Benefits

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed