Learning & Development Specialist

Auctane•Austin, TX

9d•Hybrid

About The Position

The Learning & Development Specialist for ShipStation Global Brands Support is a strategic, hands-on role responsible for designing, delivering, and continuously optimizing training programs that affect new-hire performance, customer satisfaction (CSAT), and employee experience (eNPS). The specialist owns the onboarding lifecycle, supports trainer excellence, and drives training innovation, with objectives that include a graduation rate of 75% or higher, CSAT of 90%, and eNPS of +35. The role maintains training content, videos, and learning systems; develops trainers; analyzes performance and feedback data; partners with Support and Operations stakeholders; enables employees through post-onboarding upskilling; and drives recognition and engagement. The position is hybrid in Austin, Texas, with office attendance Tuesday through Thursday and up to approximately 15% travel to other cities, states, or countries for learning programs or professional development. The specialist joins the ShipStation Global CX Learning & Development Team, which creates and manages learning programs aligned with organizational goals. The team supports employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

Requirements

2–3 years of experience working in a customer-facing role.
1–2 years of experience working within a SaaS organization.
Strong written and verbal communication skills, including the ability to explain complex concepts simply.
Ability to keep learners engaged and adapt training approaches as needed.
Basic understanding of adult learning theories, including Andragogy, Self-Directed, and Experiential learning.
Basic understanding of instructional design models, including ADDIE, UbD, and ARCS.
Basic understanding of learning management system administration, including Docebo and Articulate Rise.
Proficiency in two or more ShipStation Global products and/or service offerings.
Intermediate Microsoft 365 proficiency.
Intermediate Confluence proficiency.
Intermediate Docebo/Articulate Rise proficiency.
Ability to perform the essential job duties satisfactorily, with reasonable accommodations available for individuals with disabilities.

Nice To Haves

3–5 years of experience in L&D, enablement, or support operations.
Experience with data reporting, LMS, content design, and video editing tools.
Proven success aligning training programs to performance metrics.
Strong facilitation and stakeholder management skills.
Familiarity with Asana project management software.
Familiarity with video creation and editing software.

Responsibilities

Design, deliver, and refine onboarding journeys based on performance data.
Develop graduation criteria and ensure at least 75% of trainees meet readiness benchmarks.
Collaborate with Operations to align training timelines with hiring needs.
Maintain an up-to-date knowledge base and adaptive learning content.
Create and edit training videos for internal and external users.
Use technology such as Docebo LMS, AI tools, and microlearning to enhance training impact.
Ensure training materials reflect brand tone, values, and key metrics.
Lead Train-the-Trainer certification and conduct regular trainer coaching, audits, and performance reviews.
Create a quality assurance framework to support consistent training delivery across sites.
Monitor new-hire metrics throughout the eight-week training program, using a point system to measure success after each semester.
Report on graduation rates, CSAT trends, and agent sentiment (eNPS), and drive improvements through post-training surveys and feedback loops.
Hold bi-weekly syncs with Support and Operations leaders to review training progress and upcoming needs.
Conduct quarterly training impact reviews that connect KPIs to training outcomes, and represent trainee perspectives in leadership discussions.
Build 90-day upskilling roadmaps and partner with QA to target training for underperforming cohorts.
Create just-in-time knowledge tools, such as chat-based support and job aids.
Launch programs recognizing trainer and trainee excellence.
Integrate brand culture into onboarding and foster a sense of community from day one.